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 will be based in NYC.
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.
The Senior Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a significant return on investment (ROI) and drive business success with their LinkedIn investment.
As a Sr. 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 Sr. CSM will partner with various stakeholders within assigned customers, to ensure effective user and product onboarding and engagement on LinkedIn products and solutions.
Responsibilities Include:
- Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value .
- Utilize client usage and industry metrics to derive insights and use these to drive greater customer engagement and adoption.
- Agree on business objectives and goals with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews.
- Develop new and innovative ways to share relevant data and insights that are impactful to customers and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews.
- Analyze current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options.
- Track and record customer activity in a timely manner in systems of record, i.e., Dynamics .
- Identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success .
- Maintain a deep understanding of LinkedIn products to effectively guide customers on best practice.
- Interpret customer insights to drive change in product and act as voice of customer to LinkedIn Product teams .
- Expedite technical and purchase-related escalations.
- Advance personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers.
- Partner with sales counterparts on prioritized customers to drive overall customer adoption, enhance customer success, and mitigate customer churn risk .
- Up to 15% travel may be required.
- While this role does not own quota associated with renewal or growth, you are accountable for the success of the partnership as measured through depth, frequency and quality of executive engagements, delivery of ROI as validated by the customer, and growth opportunities identified.
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:
- Experience in recruiting, applicable talent experience, learning, e-Learning, Organizational L&D, sales, account management, product enablement, and/or sales effectiveness.
- 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
- Influential verbal and written communication skills, including expertise in presenting to both small and large audiences
- Proficient understanding of Sales concepts and Software as a Service
- Bachelor's degree or equivalent practical experience
Suggested Skills:
- Customer Success
- Account Management
- Project Management
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is $93,000 to $150,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.
The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.
Additional Information
Equal Opportunity Statement
We seek candidates with a wide range of perspectives and backgrounds and we are proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.
If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.
Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:
- Documents in alternate formats or read aloud to you
- Having interviews in an accessible location
- Being accompanied by a service dog
- Having a sign language interpreter present for the interview
A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.
LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.
San Francisco Fair Chance Ordinance
Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.
Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
Global Data Privacy Notice for Job Candidates
Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.
