Senior Manager, Customer Success

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.

The Customer Success team are trusted advisers to our customers with a core focus on helping customers realize value with their LinkedIn solutions. LinkedIn Talent Solutions empowers HR teams globally to hire, nurture and grow their talent teams by connecting our intelligence of the world of work and professionals to companies’ hiring and learning goals. 

As the Head of Customer Success for Asia at LinkedIn Talent Solutions, you'll lead a high-performing team dedicated to driving customer value and business growth across the region. You'll develop and execute data-driven strategies to maximize customer retention, product adoption, and revenue expansion, while serving as a trusted advisor to our clients. This role requires a seasoned and inspiring people leader with strong commercial acumen, the ability to translate customer insights into actionable strategies, and a deep understanding of the Asia talent landscape.  

You'll foster a culture of excellence, innovation, and inclusion, championing our values and promoting diversity, equity, and inclusion initiatives. As a collaborative leader, you'll empower your team to reach their full potential while working closely with cross-functional partners to align customer needs with our solutions. Ultimately, you'll play a pivotal role in shaping the future of talent acquisition and development in Asia, driving both business success and positive cultural impact. 

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.   

Responsibilities:  

• Leverage strong commercial acumen and data-driven strategies to maximize product adoption, customer value, customer retention and growth opportunities across the Asia region, translating customer success metrics into tangible business results.  
• Drive regional customer success strategies tailored to the unique needs of the Asia market, ensuring alignment with a global operating model. Contribute to the development of localized customer success strategies and playbooks that address the unique challenges and opportunities in the Asian landscape 
• Lead and develop a high-performing team of People Leaders and Individual Contributors (Customer Success Managers) across multiple countries in Asia, fostering a culture of excellence and continuous improvement  
• Collaborate with cross-functional teams including sales, product, and marketing to drive customer adoption, enhance customer success, and mitigate churn risk in the region  
• Act as an escalation point for complex customer issues, working with internal stakeholders to resolve challenges and maintain high levels of customer satisfaction  
• Establish and maintain relationships with key customer stakeholders in strategic accounts, serving as a trusted advisor to drive adoption of LinkedIn Talent Solutions  
• Monitor and drive key performance indicators (KPIs) for customer success in the region, including retention rates, customer satisfaction scores, and product adoption metrics  

Basic Qualifications:  

• 8+ years of experience managing front line Managers (FLM) and individual contributors within the customer success, management consulting or SaaS sales space  
• Proven track record of building and developing high performing teams and leading through change  

Preferred Qualifications:  

• Experience with customer success, sales, professional services, talent acquisition or talent development   
• Strong ability to derive insight from data and build actionable strategies based on analysis. 
• Excellent consulting, discovery, listening, and communication skills, demonstrated by the ability to establish working relationships at all levels at the client side, including C-level.    
• Excellent organization, project management, and time management skills  
• Microsoft Office capabilities: Excel, Word, Outlook, and PowerPoint  
• Is well versed with basic principles of diversity, inclusion and allyship and is keen to be a lifelong learner in this area.  
• Self-starter and purpose-driven, thriving in a fast-paced and demanding environment.  
• Excellent verbal and written communication skills.  
• Demonstrates creativity and innovation in approaching problems and can rally teams behind solving complex problems and managing key projects to move the business forward.  
• Excellent analytical, problem-solving, and decision-making skills, applied with a solution-focused attitude.  

Suggested Skills:  

• Strategy Execution  
• Commercial Acumen  
• Data analysis & insights  
• Relationship Management  
• Change Mangement 

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