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 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
- 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 Hiring products and solutions.
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.
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 execute solutions (, sales, implementation, insights, etc.) 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 help 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 products and solutions.
- Lead and maintain 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 continuously improve our product, systems, and resources.
- Align on customer’s business objectives and goals to build measurable success plan and set a 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.
- Provide best practices to help drive user behavior and product adoption, 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.
- 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:
- Fluency in French
- Recruiting or other applicable talent experience, or Learning, e-Learning, Organizational L&D, Human Capital Management, Software pre-sales and/or sales effectiveness 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
- Proficient verbal and written communication skills, including expertise in presenting to both small and large remote audiences
- Proficient understanding of Sales concepts and Software as a Service
- Experience partnering with Director+ stakeholders
- Experience managing client accounts with high revenue impact
Suggested Skills
- Stakeholder Management
- Account Management
- Data Analysis
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