Sr. Customer Success Manager

LinkedIn•Chicago, IL

4d•$93,000 - $150,000•Hybrid

About The Position

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.

Requirements

5+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management

Nice To Haves

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
Stakeholder Management
Project Management
Data Analysis

Responsibilities

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.