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
• A video series: Conversations on Quality
• How we work: Designing remote work at Linear
• Read about our recent Series C Fundraise and Giving our team liquidity
• Building our teams: 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