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About the Role

The Customer Success Manager (CSM) is part of the LinkedIn Talent Solutions organisation. The objective of this role is to drive adoption of our products within our clients and to help our solutions become a mission critical, irreplaceable part of our clients’ sourcing process. You will partner closely with our Corporate Enterprise sales team to ensure LinkedIn customers achieve a significant return on and feel successful with their LinkedIn investment. The CSM serves as a key success partner to assigned accounts, to support effective onboarding and complex implementation of products and services to new and existing customers.

Responsibilities

Develop a territory plan to identify churn risk and opportunities for growth
Partner with sales for assigned accounts to establish or build relationships with customers, focusing on the development and implementation of success plans to drive overall customer adoption
Analyse and develop strategies to increase account-level usage metrics
Act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve full business value
Lead quarterly Success Reviews with customers and provide input to quarterly Value Reviews where applicable
Develop education plans to ensure customers with low usage are provided with resources from our scaled education assets, to fully optimise usage of LinkedIn Products, emphasising our self-service Learning Library
Maintain a deep understanding of LinkedIn products and industry knowledge to effectively drive change management and greater customer engagement on the most relevant features/functionality for their specific business needs
Partner with cross functional teams (LTIC’s, TC’s, IC’s, Insights) where and when required to optimise the customer’s solution and derive greater value from our products
Document all communication with users and accounts accurately and in a timely manner via system tools
Ensure that issues are escalated appropriately to internal departments and management

Requirements

6+ year's experience in Customer Success, Consultancy, Product Adoption, Change Management, Account Management, Customer Training, Business Transformation
Past experience driving projects from discovery and design through to delivery and completion
Demonstrated ability to drive transformation of recruiting and talent practices strategy in complex and scaled enterprises through application of technology and project management
Strong ability to derive insights from data and build actionable strategy based on analysis
Influential verbal and written communication skills and technical aptitude
Change management experience advantageous
Experience with webinar software and Microsoft Dynamics/Salesforce strongly preferred

Skills

Communication
Collaboration
Project Management

Location

Hybrid

Work Type

Hybrid

Experience Level

6+ years

About the Company

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.

Equal Opportunity

Global Data Privacy Notice and Compliance Posters for Job Candidates Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: https://www.linkedin.com/legal/candidate-portal.