Principal Customer Success Manager (11 month FTC)

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.

LinkedIn is the world’s largest professional network, built to help members of all backgrounds and experiences achieve more in their careers. Our vision is to create economic opportunity for every member of the global workforce. Every day our members use our products to make connections, discover opportunities, build skills and gain insights. We believe amazing things happen when we work together in an environment where everyone feels a true sense of belonging, and that what matters most in a candidate is having the skills needed to succeed. It inspires us to invest in our talent and support career growth. Join us to challenge yourself with work that matters. 

The Principal Customer Success Manager (CSM) partners closely with our Sales Team and cross-functional partners to ensure LinkedIn’s Global Clients achieve a significant return on and drive business success with their LinkedIn investment. 

Responsibilities 

• Support the Global Client Director to create value engagement frameworks, interpreting customer’s company/financial performance and other relevant sources as an input 

• Agree business objectives and goals with customer in order to build measurable success plans, set cadence of communication to deliver ROI and operational reviews. 

• Maintain an effective account governance process in collaboration with customer key stakeholders as well as the global internal account team 

• Partner with the Global Client Director/Executives on prioritized accounts in order to drive overall customer adoption, enhance customer success, and mitigate customer churn risk 

• Create and execute large, complex product implementations, tying back to customer objectives and success criteria, ensuring user adoption at scale 

• Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts 

• Develop new and innovative ways to share relevant data and insights that’s impactful to customers and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews 

• Drive greater customer engagement across complex, global accounts by applying data insights, product and industry expertise 

• Leads collaborations across multiple teams and regions to drive impact. 

• Mentor junior individual contributor roles to help achieve professional development in order to meet client and internal needs 

• Continually work to evolve and improve Customer Success discipline within and across Global Clients Customer Success Organisation 

• Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success 

• Maintain an understanding of LinkedIn 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 PMM / Product team 

• Drive ideas and adoption of celebrating customer wins 

• Act as a change agent for internal (systems & process) and external (product & workflow) change management 

Basic Qualifications: 

• 6+ years of Customer Success, Account Management, Training, HR Consulting and/or Talent Management / Recruiting experience 

• 2+ years supporting Fortune 500 accounts / Global clients 

Preferred Qualifications: 

• Recruiting or other applicable talent experience 

• Strong verbal and written communication skills and technical aptitude 

• Experience in analysing company performance to build measurable customer success/project goals 

• Excellent organizational, project management, and time management skills 

• Experience analysing data, trends and client information to identify product or service growth opportunities 

• Proficient in Microsoft Office (Outlook, Excel, Word and PowerPoint) 

• Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges as they come up 

• Proven ability to influence through empathy, negotiation and consensus building  

  Suggested Skills

• Communication skills
• Stakeholder Engagement
• Data analysis

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