Senior Customer Success Manager, Linkedin Sales

**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**:
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 Customer Success Manager (CSM) partners closely with Relationship Managers to ensure LinkedIn Enterprise Customers achieve a significant return on investment, enabling customers to realise and maximise the value of LinkedIn Sales Solutions suite of products. The CSM serves as a key consultant to assigned accounts, to support effective onboarding, complex implementation and driving engagement of products and services to new and existing customers based on a service model.

LinkedIn Sales Solutions’ suite of products is constantly evolving, in the lights of AI and integrations with CRM etc, and a core part of this role will be empowering our customers to activate these by showing how critical they are to help their business to thrive. Our main goal is to achieve our customers outcomes by turning the vision they hold for their business into a reality through value articulation.

As a Senior Customer Success Manager, you will:

- Build and engage with key stakeholders (c-level executives, sales leaders, program managers etc) to drive change and successful digital success programs.
- Take a consultative and prescriptive approach to our customers, acting as their trusted advisor and consistently showing the value and ROI our solutions can offer.
- Be a change management leader, helping your clients adopt digital selling best practices through regular touch points.
- Be a product expert and bring the relevancy to customers from different industries.
- Be a core part of LinkedIn’s retention strategy, preventing customer attrition (churn) by ensuring customers get value from their investment.

**Responsibilities**
- Own end-to-end program implementation for customers with a service package
- Partner with customers on value realisation and lead all the activities and conversations to run successful programs
- Understand key objectives and create a plan to drive transformation
- Define objectives of the program, integrating people, process and technology
- Plan and execute a success planning framework using change management practices to drive key milestones with different stakeholders in the organisation
- Track, review and measure impact and value against objectives
- Own the delivery of all Service Package activities, including Customer Success Plans, Program Health Checks, Strategic Value Reviews and Success Coaching
- Proactively identify risks and develop a churn strategy
- Document all communication with users and accounts accurately and in a timely manner via system and tools
- Use LinkedIn, client and other data to derive insights to drive greater client engagement
- Become a client partner in maximizing the benefits of their investment with LinkedIn Sales Solutions’ suite of products Maintain a 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
-

**Basic Qualifications**
- 5+ years working in a Customer Success, Account Management and/or Management Consultancy role
- Fluency in written and spoken English and Mandarin Chinese to communicate with Chinese-speaking customers

**Preferred Qualifications**
- Strong knowledge of the Customer Success Industry
- Ability to understand customer’s business objectives and challenges, and define strategies to implement digital selling programs
- Establish and grow trusted relationships with internal stakeholders and clients (c-suite executives, sales managers etc) to allow you to be a trusted advisor and consultant
- Experience presenting to large audiences e.g. Sales Kick-offs, Executive Forums
- Experience implementing change management best practices to drive product or process adoption
- Experience driving large scale global deployments
- Excellent organizational, project management, consulting and time management skills Experience analyzing data, trends and client information to identify product or service growth opportunities
-

**Suggested Skills**:

- Stakeholder Management
- Account Management & Prioritization
- Change Management