Senior Customer Success Manager

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 them.

The Senior Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a significant return on investment (ROI) and drive business success with their LinkedIn Hiring Solutions investment. 

As a CSM you will be tasked with:  

• Serving as a Customer Champion and Advocate 
• Helping Customers realize value from their investment 
• Partnering on customer retention and expansion. 

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

Responsibilities Include:    

• Advance personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers   
• Partner with sales counterparts on prioritized customers to drive overall customer adoption, enhance customer success, and mitigate customer churn risk 
• Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value 
• Agree on business objectives and goals with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews. 
• Develop new and innovative ways to share relevant data and insights that are impactful to customers and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews 
• Analyze current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options. 
• Provide best practices to help drive user behavior and product adoption, and map Hiring solutions to existing customer workflows 
• Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success 
• Maintain an understanding of Hiring products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs 
• Interpret customer insights to drive change in product and act as voice of customer to LinkedIn Product teams 
• Expedite technical and purchase-related escalations. 
• Document all communication with customers accurately and in a timely manner via system tools. 
• Up to 15% travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory 

Basic Qualifications:    

• 5+ 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:  

• Recruiting or other applicable talent experience 
• Proficient interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges 
• Proficient organization, project management, and time management skills   
• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value 
• Influential verbal and written communication skills, including expertise in presenting to both small and large audiences 
• Proficient understanding of Sales concepts and Software as a Service 
• Bachelor's degree or equivalent practical experience 
• Suggested Skills
• Communication skills
• Stakeholder Engagement
• Project Management

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