Senior Customer Success Manager - Sales Solutions (Enterprise)

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

This role can be based in New York, Chicago, Omaha, San Francisco, or Sunnyvale. 

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.

In LinkedIn Sales Solutions (LSS), our cutting-edge solution is revolutionizing the way Sales, Customer Success, and Marketing professionals build relationships with their customers. Our flagship product, Sales Navigator, leverages insights from the LinkedIn platform to help our clients find, engage, and build relationships with their prospects and customers.     

The Customer Success Manager (CSM) is part of the LinkedIn Sales Solutions organization. The objective of this role is to drive adoption and engagement of our product, LinkedIn Sales Navigator, within our customers and to help our solutions become a mission critical, irreplaceable part of our customers’ sales and business development processes. You will be responsible for rollout strategy, success planning, enablement (training sessions, online webinars), project management and regular metrics and value reviews, as well as consulting and best practice sharing with customers.   

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 internal teams (sales, insights, etc.) to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and drive return on investment (ROI).    

• 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.     

• Develops and helps customer drive change management principles and processes to support transitioning to new processes, tools, or initiatives related to LinkedIn products and solutions.   

• 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.     

• 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.  

• Have knowledge of customer’s operating model and articulate how Linkedin Products add value to organizational goals.  

• Act as a trusted advisor and provide ongoing consultation to your full book of business to drive product adoption and ensure customers leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria.     

• 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.     

• Track and document customer activity via system tools, i.e. Salesforce, Gainsight  

• Travel may be required, depending on location and territory.    

Qualifications

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:  

• Sales, account management, product enablement and/or sales effectiveness experience   

• Proficient interpersonal