Customer Success Manager

Customer Success Manager

Company Description

LinkedIn is the world's largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We're also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that's built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

Job Description

At LinkedIn, our approach to flexible work is centered on trust and optimised for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.

LinkedIn’s Sales Solutions team is dedicated to changing the world of sales by using Sales Navigator, our flagship product that connects and builds mutually beneficial relationships between buyers and sellers. 
The Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a return on investment and drive successful adoption and engagement with their LinkedIn Sales Navigator investment. As a CSM you will be tasked with:  

• Serving as a Thought Leader, Customer Champion and Advocate  
• Helping Customers realize value from their investment  
• Manage a book of business by prioritizing and delivering on key customer lifecycle events  

The CSM will partner with various stakeholders within assigned customers, to ensure effective user and product onboarding and engagement on LinkedIn Sales Navigator product.

Responsibilities: 

• Commitment to personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers.  
• Partner with teams and co-create solutions (ie. sales, implementation, insights, etc.)  to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and return on investment (ROI).  
• Act as a trusted advisor and provide ongoing consultation and leading practice recommendation to the book of business and their management to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria.  
• Develops and helps customer drive change management principles and processes to support organizations transitioning to new processes, tools, or initiatives related to Sales Navigator .  
• Teach and develop deep understanding of LinkedIn products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.  
• Identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.  
• Interpret and analyze customer insights to drive behavior change in solution and act as voice of customer to LinkedIn Product teams to continuously improve our product, systems, and resources.  
• Agree on business objectives and goals as it relates to LinkedIn product with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews.  
• Share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders as well as Value Reviews.  
• Provide leading practices to help drive user behavior and adoption of product and map solutions to existing customer workflows.  
• Manage and execute projects geared to drive adoption of new products and services with customers.  
• Track and document customer activity via system tools, ie. Salesforce.   
• Develops, executes, and inspires peers to help achieve professional development to meet internal needs by providing training and guidance.  
• Continually work to evolve and improve Customer Success discipline within and across Customer Success Organization.  
• Travel is required when travel guidelines safely allow for in-person visits, depending on location and territory.  

Qualifications

Basic Qualifications: 

• 10+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management  

 Preferred Qualifications: 

• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value  
• Advanced understanding Software pre-sales and/or sales effectiveness, Business Acumen / commercial skills  
• Experience managing client accounts with high revenue impact  
• Experience partnering with C-level/Director/Leadership Stakeholders , strong networking and multithreading skills  
• Excellent verbal and written communication skills, including expertise in presenting to both small and large audiences  
• Strong consultative skills  
• Ambitious and driven, thriving in fast-paced and demanding environment  
• Teamwork mentality and willingness to assist wherever needed  
• Strong Microsoft Office capabilities: Excel, Word, Outlook, and PowerPoint  
• Proven ability to influence through empathy, negotiation, and consensus building

Suggested Skills:

• Strong Discovery
• Collaboration and project management 
• Prioritization and effective time management 

Additional Information

India Disability Policy 

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf

Global Data Privacy Notice for Job Candidates ​

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.

Experience Level

Senior Level