Senior Customer Success Manager, LinkedIn Sales Solutions

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 position can be performed in New York or Chicago, depending upon which location the applicant chosen for the role is currently residing.

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.

The Senior Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a significant return on investment and drive business success with their LinkedIn Sales 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 customers, to ensure effective user and product onboarding and engagement on products and solutions. 

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 when travel guidelines safely allow for in-person visits, 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 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 expert