Senior Customer Success Manager (12-month fixed term contract)

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.   

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 to customers, to ensure effective user and product onboarding and engagement on LinkedIn Hiring products and solutions.  

Responsibilities Include:  

• Partner with sales counterparts on prioritized customers to drive overall customer adoption, enhance customer success, and mitigate customer churn risk.   

• Serve as a trusted advisor to end users and their leadership, driving product adoption and ensuring solutions align with agreed operational priorities.  

• Align on customers' business objectives and goals to build measurable success plans, set cadence of communication to deliver ROI and operational reviews.  

• Develop innovative methods to share impactful data and insights with customers, aligning these with their success drivers through operational and strategic business reviews.   

• Analyse current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options.  

• Share 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/functionalities 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 escalations when necessary.   

• Ensure accurate and timely documentation of customer interactions, success plans, and operational reviews, leveraging internal systems and processes to maintain high standards of organisation and compliance. This role requires strong attention to detail and a proactive approach to managing administrative workflows that underpin customer success, balancing customer-facing engagements with internal operational tasks.  

• Up to 15% travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory.   

• Advance personal journey with Diversity, Inclusion, and Belonging as this is a part of LinkedIn priorities and many of its customers  

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  

• Business fluency in French and English  

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 analysing 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  
   

• Proven experience working with large and complex enterprise customers 
   

• Demonstrated ability to manage and influence stakeholders within sophisticated organizational structures. 
   

• Strong track record in customer-facing roles within enterprise environment 
   

• Excellent problem‑solving skills, with the ability to navigate ambiguity and propose creative, effective solutions. 

• Growth mindset: eager to learn, open to feedback, and motivated by challenges. 
   

• Ability to thrive in high‑pressure and dynamic situations while maintaining strong customer focus 

Suggested Skills:  

• Stakeholder Management  

• Account Management   

• Data Analysis

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