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.
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 Learning Solutions 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 Learning 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 LinkedIn Learning product.
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 product 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 (QBRs).
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. Dynamics.
Encourage customers to utilize appropriate LinkedIn resources to increase their utilization on the LinkedIn platform.
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.
Basic Qualifications:
7+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management
Fluency in English, German, and French.
Preferred Qualifications:
Learning and Development, Talent Management, e-Learning, Recruiting, Software pre-sales and/or sales effectiveness experience
Advanced interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges at all levels at the client
Advanced 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
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
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