Scaled Customer Success Manager

At Linear, we are on a mission to create a new standard for modern software development. We are building the tools that empower the next generation of high-impact companies to do their best work. Linear is designed based on the practices and processes that distinguish world-class product teams from the rest: relentless focus, fast execution, and a commitment to the quality of craft. Founded in 2019, Linear has become the platform of choice for 20,000+ companies to plan and build their products.

Set up as a fully remote company from the start, our team is currently distributed across a variety of countries across the US, Latin America and Europe (we hire within US/EU timezones). We are a diverse team of individuals, all makers at heart. We love picking up new challenges and care deeply about the quality of our work.

We’re looking for a Scaled Customer Success Manager to help customers succeed with Linear as they grow. This role is designed for scale and is a great fit for someone early in their Customer Success career who’s highly motivated, curious, and eager to learn how best-in-class CS works in a product-led company.

This is not a traditional, meeting-heavy account role. You’ll support a large portfolio of customers through programmatic, product-driven, and mostly asynchronous engagement, stepping in directly only when it meaningfully improves outcomes.

Please note: We are an equal opportunity employer and remote-only company. At this time, we can only support hiring within North America.

What you'll do

- Own the success of a large portfolio of Linear customers using a digital-first approach

- Help customers get to value quickly through onboarding, materials, and proactive outreach

- Use product usage data, lifecycle signals, and basic analysis to identify adoption gaps, risk, and growth opportunities

- Run repeatable success programs across activation, adoption, and renewal readiness

- Pull and interpret data from internal tools (CS platform, CRM, product analytics) to inform outreach and prioritization

- Engage 1:1 with customers when needed and escalate thoughtfully to high-touch support

- Partner closely with Product, Support, and Sales to share customer feedback

- Continuously refine how we support customers by improving processes, tooling, and automation

What we're looking for

- 2–3+ years in a customer-facing role (Customer Success, Support, Solutions, Ops, or similar)

- Experience working in SaaS; startup or product-led environments preferred

- Comfortable working with data and technical tools to understand customer behavior

- Basic SQL skills or experience querying data (or a strong desire to learn)

- Familiarity with APIs, integrations, or automation tools is a plus

- Strong written communication skills — clear, concise, and thoughtful

- Highly motivated, organized, and excited to grow

- Curious about how great products scale and how customers adopt them

What we offer

- Interesting and challenging work

- An experienced team to learn from

- Work life balance

- Competitive salary and equity

- Employee-friendly equity terms (early exercise, extended exercise)

- Macbook Pro, 5K display and accessories

- Stipend to set up your home office

- Paid lunch and coffee during work days

- Work remotely, no commuting to the office

- Paid co-working space/desk at an office

- Health, dental and vision insurance

- Regular team events and offsites

- 5 weeks paid vacation

- 4 months paid parental leave

Learn how we think and work

- A story about our mission: Read Me https://linear.app/readme

- A video series: Conversations on Quality https://linear.app/quality

- How we work: Designing remote work at Linear https://linear.app/now/designing-remote-work-at-linear

- Read about our recent Series C Fundraise https://linear.app/now/building-our-way and Giving our team liquidity https://linear.app/now/giving-our-team-liquidity-through-linear-s-first-tender-offer

- Building our teams: Why and how we do work trials at Linear https://linear.app/blog/why-and-how-we-do-work-trials-at-linear

- Our CEO and co-founder, Karri at 20VC: How to Grow Capital Efficiently in a World of BS Growth https://www.youtube.com/watch?v=4vqDYkuzbSM