Manager, Customer Success Manager -LinkedIn Japan

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.

At LinkedIn, our approach to flexible work is centered on trust and optimized 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.

Our Customer Success teams are trusted advisors to our customers with a core focus on helping customers realise value with their LinkedIn solutions. We are looking for a remarkable people leader to invest in a team of highly talented Customer Success Managers in Japan who work across LinkedIn’s hiring and learning solution areas.  

The Manager, Customer Success – sits within the Member and Customer Success organization. In this role, you will develop, inspire and lead a team of highly engaged customer success professionals who ensure that our customers in Japan realize value and achieve success with their LinkedIn solutions. You will be responsible for the success of your team in delivering results for customer adoption, engagement, and retention.    

You and your team will partner with existing and new customers to drive customer engagement and product adoption. You will work closely with the wider leadership APAC team to devise and execute strategies to continue to drive growth in engagement and customer value. The role will also work closely with other solution areas across LinkedIn and with Sales Leaders for the region and globally.   

This is an opportunity for you to do the best work of your life! 

Responsibilities: 

• Lead a team of Customer Success Managers in delivering implementation, education advisory, consultation and value delivery. 

• Provide the team with thought leadership, coaching, conducting one-on-ones and performance appraisals. Build a strong team through both external hiring and internal talent/skill development.  

• Hire and on-board new team members to quickly become strong individual contributors and design programs to develop and transform our talent.  

• Partner closely with regional sales leaders in prioritizing key initiatives to maximize customer success and support sales goals.  

• Drive operational excellence with your teams by establishing new practices and processes for your market while gaining leverage from existing global resources. 

• Partner with cross functional teams such as Marketing, Enterprise support teams to drive processes for enhancing customer experience with our hiring and learning products in the market.  

• Drive key customer engagements and becomes a go-to leader for executive conversations.  

• Utilize LinkedIn, client and other data to derive insights and use these to ensure that team goals related to implementation, account improvement, and new product roll-outs are tracked and achieved. 

• Develop a deep understanding of evolving value drivers for our customers and our business.  

• Craft and lead initiatives focused on building and leading diverse teams, fostering a culture of inclusion and belonging for everyone in your org, creating an environment where everyone can succeed and providing active support for Employee Resource Groups (ERGs) and Under Represented Groups (URGs).   

• Provide regular business performance reviews for the region and your team, ensuring strategy alignment and desirable outcomes are achieved; course correct where needed to ensure targets are met.  

• Participate in customer-facing work as a leader and demonstrate by example excellent project management and strategic thinking. 

• Provide weekly, monthly, quarterly updates and reviews of the Customer Success Team/region. 

• Strong communication / collaboration skills with the ability to implement strategies from our global priorities to a local level. 

• Maintain and develop a deep understanding of our products and industry knowledge to be able to guide your team through difficult customer engagements. 

• Travel may be required. 

Basic Qualifications: 

• 3+ years of people management experience within customer success, sales, account management or project management, management consulting.  

• Fluency in English and Japanese 

Preferred Qualifications: 

• Ability to inspire, motivate, lead and nurture diverse talent and teams   

• Experience with rolling out a SaaS solution in large, decentralised organisations. 

• Experience working with workforce development programs within the corporate, public sector and/or higher education space. 

• Knowledge of the talent, recruitment, and/or learning & development market 

• Strong ability to prioritize and take initiative. 

• Strong ability to derive insight from data and build actionable strategies based on analysis. 

• Strong sense of how to build relationships across multiple teams, and a deep understanding of how to get work done in matrix organizations. 

• Demonstration of operational excellence through results of building or leveraging scale or launching a new product/program. 

• Ability to inspire a talented team and individual performance. 

• Ability to work in a fast-paced, start-up environment. 

• Ability to work independently, prioritize projects, mitigate risks, identify dependencies and manage resources. 

• Demonstrated expertise with change management internally and with customers. 

Suggested Skills: 

• Relationship management 
• Problem solving skills
• Team management

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