Customer Success Manager

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, 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. 

As part of LinkedIn’s Hiring Solutions team, the Customer Success Manager (CSM) works with our customers to help them maximize the value from LinkedIn Hiring, in other words – we help them be successful with the platform they have purchased! It is an exciting role as you have the opportunity to work with customers through every stage of their journey and act as a consultant to share best practices for embedding LinkedIn Hiring into their Talent strategy. You will also act as the voice of the customer to our internal teams to ensure customer ideas and feedback are part of our ongoing development strategy for the 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 (ie. sales, implementation, insights, etc.) on prioritized customers to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and return on investment (ROI).    

• Execute leading practice recommendations based on methodology leading practices to book of business 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.    

• Build 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.    

• Help identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.   

• Sharing customer insights to drive different product adoption behaviors.    

• Track and document customer activity via system tools, ie. Dynamics.     

• Encourage customers to utilize appropriate LinkedIn scaled resources  to increase their utilization per methodologies.   

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

Qualifications

Basic Qualifications:  

• 1+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management or 4+ yrs customer service experience at LinkedIn    

Preferred Qualifications:  

• Recruiting or other applicable talent experience, or learning, e-Learning, Organizational L&D, Software pre-sales and/or sales effectiveness experience   

• Developing interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges    

• Developing organization, project management, and time management skills   

• Fundamental verbal and written communication skills, including experience in presenting to both small and large remote audiences.   

• Ability to prioritize workflow across a large client base    

• Developing understanding of Sales concepts and Software as a Service    

• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value    

• Acts as a team player with both internal and client teams   

• Experience with Microsoft Office capabilities: Excel, Word, Outlook, and PowerPoint    

• Bachelor's degree or equivalent practical experience  

Suggested Skills:  

• Microsoft Office Capabilities  

• Stakeholder Management  

• Organization 

LinkedIn is committed to fair and equitable compensation practices.  

The pay range for this role is $64,000 to $92,000. Actual compensation packages are based on several factors that are unique to each candidate, includin