Senior Customer Success Manager (11 month FTC)

Company Description

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.

Job Description

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.

At LinkedIn, the Customer Success Manager (CSM) partners closely with Relationship Managers to ensure LinkedIn Enterprise Customers achieve a significant return on investment, and feel successful with their LinkedIn Sales solution. The CSM serves as a key consultant to assigned accounts, to support effective onboarding, complex implementation and driving engagement of products and services to new and existing customers. 

As a Customer Success Manager for Sales Solutions, you will ensure customer success by liaising with key stakeholders (c-level executives, sales leaders, program managers) within our customer base to plan and drive social selling programs. Taking a consultative and prescriptive approach to our customers is crucial, acting as their trusted advisor and consistently showing the value and ROI our solution can offer. Sales Navigator is constantly evolving through integrations with CRM, Marketing Automation, Business Intelligence, Sales Acceleration and Web Conferring applications, a core part of this role will be empowering our customers to activate these by showing how critical they are to help their business to thrive. Our main goal is to achieve our customers outcomes by turning the vision they hold for their business into a reality. You will be a change management leader, helping your clients adopt modern selling best practices through regular success coaching. You will be a product expert, supporting product adoption via webinars and onsite sessions; and you will be a core part of LinkedIn’s retention strategy, preventing customer attrition (churn) by ensuring customers get value from their investment in Sales Navigator.  

Responsibilities 

• Partner with the Relationship Managers on assigned accounts to educate clients on the optimal way to implement a successful modern selling program using LinkedIn’s Sales Navigator platform, in order to drive overall customer adoption and success 
• Develop, execute and continuously review customer success plans to define shared goals, KPIs, and align our LinkedIn Sales Solution to our customers organizational objectives, initiatives and strategies. Ability to prove ROI.  
• Act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption, ensuring they leverage the solution to achieve full business value, through training, consulting, communication about product features and regular metrics review  
• Think scale, encouraging clients to utilize appropriate LinkedIn resources (i.e. community forums, Customer hub, workshops, etc.) to increase their proficiency with Sales Navigator and with other modern selling features on the LinkedIn platform  
• Mitigate churn by tracking customer activity and creating custom plans for accounts at risk; partner with RM on mitigation strategies including attendance at QBRs where necessary 
• Proactively identify risk and deliver coaching/training to improve utilization of low usage clients  
• Monitor customer engagement and health metrics in assigned accounts, analyses and develop strategies to increase usage i.e. sales leadership educational sessions, best practices workshop 
• Document all communication with users and accounts accurately and in a timely manner via system tools (Salesforce.com). Ensure that issues are escalated appropriately to appropriate internal departments and management 
• Use LinkedIn, client and other data to derive insights to drive greater client engagement  
• Become a client partner in maximizing the benefits of their investment with Sales Navigator  
• Maintain a 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 

Qualifications

Basic Qualifications 

• 5+ years working in a Customer Success and/or Management Consultancy role 

Preferred Qualifications