Job Description:

As a Customer Success Manager, you’ll own the post-sales relationship with key accounts, ensuring successful onboarding, product adoption, and long-term customer satisfaction. You’ll act as a trusted advisor to our clients, helping them leverage features like RFID tracking, cloud-based inventory systems, mobile applications, and order automation to streamline their laundry operations.

This role requires a strong technical understanding of SaaS products and the ability to translate complex platform features into actionable business benefits for customers operating in industrial, hospitality, healthcare, and linen rental environments.

Core Responsibilities:

• Drive customer onboarding and training to ensure rapid and effective adoption of the LinenTech platform, including mobile apps and RFID hardware integrations.
• Maintain ongoing relationships with a portfolio of accounts, acting as a trusted consultant and technical advisor.
• Proactively monitor customer health scores, product usage data, and feedback metrics to identify risks and opportunities for account growth or retention.
• Conduct regular business reviews (QBRs) to demonstrate ROI, discuss new feature releases, and recommend best practices tailored to the client’s operational workflows.
• Serve as the primary point of contact for issue escalation, coordinating with Support, Product, and Engineering teams to resolve technical or operational concerns quickly and effectively.
• Identify and cultivate upsell and cross-sell opportunities, working closely with the Sales team to expand account value.
• Provide detailed input to the Product team regarding feature requests, industry-specific needs, and client feedback to drive continuous product improvement.
• Stay updated on evolving SaaS, IoT/RFID, cloud, and supply chain technologies relevant to the laundry management sector to offer insightful recommendations to clients.

Requirements

• 3–5 years of experience in Customer Success, Account Management, or related roles within a SaaS, ERP, or operational technology (IoT/RFID) company.
• Strong understanding of B2B enterprise software, cloud platforms, and integration concepts (such as API connectivity, RFID systems, mobile apps).
• Demonstrated success in building lasting client relationships and improving product adoption metrics.
• Exceptional communication, presentation, and problem-solving skills; ability to explain complex technical concepts in simple, customer-friendly language.
• Proficiency with CRM tools (Salesforce, HubSpot), customer success platforms (Gainsight, ChurnZero), and data analytics tools.
• Analytical mindset with proficiency in market sizing, competitive analysis, and go-to-market strategy development.
• A proactive, customer-focused mindset with a track record of driving customer satisfaction, renewals, and account growth.
• Bachelor’s degree in Business, Technology, or a related field; technical certifications are a plus

Why Join LinenTech?

• Work with an innovative SaaS product shaping the future of industrial operations like commercial laundry and textile management.
• Play a central role in ensuring customer success, retention, and satisfaction, directly impacting revenue and client growth.
• Collaborative, technology-driven team environment with room for career advancement into leadership roles.
• Competitive salary, performance incentives, and professional development opportunities.