• Own and manage a portfolio of customer accounts, with accountability for retention, renewal, and growth outcomes • Build relationships across multiple stakeholder levels, including administrators, business leaders, and executive sponsors, acting as trusted advisor • Partner with customers to understand their business goals and align platform usage to measurable outcomes and success metrics • Develop and execute account plans focused on retention, risk mitigation, and expansion opportunities • Proactively identify at-risk accounts and partner with the Customer Success leadership to stabilise and improve outcomes • Own the renewal process for assigned accounts, including customer engagement, coordination, and execution • Identify and drive expansion opportunities, including upsell and cross-sell, within existing accounts • Drive adoption and value realisation by ensuring customers are actively using the platform and achieving their desired outcomes • Lead customer business reviews focused on adoption trends, business outcomes, success metrics, and future opportunities • Monitor customer health, usage, and engagement signals to identify risks and opportunities early • Maintain accurate forecasting for renewals and expansion within assigned accounts • Partner with Product, Support, and other internal teams to resolve customer issues and improve overall experience • Serve as a voice of the customer, sharing feedback and insights to inform product and process improvements • Support change management within customer organisations to drive adoption and long-term success • Collaborate with Sales and pre-sales teams as needed to support expansion and strategic opportunities • Ensure all customer interactions and account updates are documented and tracked within internal systems

• Develop and maintain strong relationships with key stakeholders at Linear’s largest customers - act as the primary point of contact for customer inquiries, concerns, and feedback • Become a product expert and help customers use Linear to drive business outcomes • Drive customer onboarding and training on Linear’s features and best practices; continually strive to expand the usage and adoption of Linear within accounts • Be the voice of the customer; advocate for customer needs internally, collaborating with product, sales, and support teams to address challenges and drive enhancements in the product

• Own day-to-day administration of HubSpot: contact records, deal stages, pipeline accuracy, custom properties, and lifecycle stages. • Maintain a single source of truth for all member and prospect data - clean, current, and actionable. • Proactively identify and resolve duplicate records, data anomalies, and process gaps before they surface as problems. • Build and maintain workflows, sequences, and automations that support member acquisition, engagement, and retention. • Coordinate with the Partner/Origination and Managing Partner teams to ensure pipeline data reflects real-time activity. • Continuously improve the CRM architecture as the club scales - new pipelines, new stages, new segments. • Track and report on key funnel metrics: applications, conversions, member tenure, engagement signals, and re-engagement triggers. • Surface insights to leadership in a clear, concise format - no noise, just signal. • Build and maintain dashboards that give the team visibility into pipeline health at a glance. • Own audience segmentation and list management for outreach campaigns coordinated with the Director of Community & Operations. • Ensure the right message reaches the right segment at the right time - and that results are tracked cleanly. • Support the operational layer of new member onboarding - ensuring the right communications go out on schedule and that member records are updated as they move through each stage. • Liaise with the Director of Community & Operations to keep onboarding workflows current and optimised.

• As a Customer Success Manager, you will be responsible for ensuring an exceptional customer experience. • You will provide personalized and strategic follow-up for our clients. • You will serve as the primary point of contact for clients in the program. • You will monitor client performance metrics. • You will work closely with internal teams to improve customer service processes and tools.