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Overview

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.

As a Customer Success Manager (CSM) for Sales Solutions, you will partner closely with Relationship Managers to ensure LinkedIn Enterprise Customers achieve a significant return on investment and feel successful with their LinkedIn Sales solution. The CSM serves as a key consultant to assigned accounts, supporting effective onboarding, complex implementation and driving engagement of products and services to new and existing customers.

As a Customer Success Manager for Sales Solutions, you will liaise with key stakeholders (C‑level executives, sales leaders, program managers) within our customer base to plan and drive social selling programs. You will take a consultative and prescriptive approach, acting as a trusted advisor and consistently showing the value and ROI our solution can offer. A core part of this role is empowering customers to activate integrations with CRM, Marketing Automation, Business Intelligence, Sales Acceleration and Web Conferencing applications, and helping them adopt these tools to drive business outcomes. You will be a change management leader, helping clients adopt modern selling best practices through regular success coaching. You will be a product expert, supporting product adoption via webinars and onsite sessions; and you will be a core part of LinkedIn’s retention strategy, preventing customer attrition by ensuring customers get value from their investment in Sales Navigator.

Responsibilities

• Partner with the Relationship Managers on assigned accounts to educate clients on the optimal way to implement a successful modern selling program using LinkedIn’s Sales Navigator platform, to drive overall customer adoption and success
• Develop, execute and continuously review customer success plans to define shared goals, KPIs, and align our LinkedIn Sales Solution to customers’ organizational objectives, initiatives and strategies. Ability to prove ROI.
• Act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption, ensuring they leverage the solution to achieve full business value, through training, consulting, communication about product features and regular metrics review
• Encourage clients to utilize LinkedIn resources (community forums, Customer hub, workshops, etc.) to increase proficiency with Sales Navigator and other modern selling features
• Mitigate churn by tracking customer activity and creating custom plans for at-risk accounts; partner with RM on mitigation strategies including attendance at QBRs where necessary
• Provide coaching/training to improve utilization of low-usage clients
• Monitor customer engagement and health metrics in assigned accounts, analyze and develop strategies to increase usage (e.g., leadership education sessions, best practices workshops)
• Document all communication with users and accounts accurately and in a timely manner via system tools (Salesforce). Escalate issues to appropriate internal departments and management
• 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 Sales Navigator
• Maintain a deep understanding of LinkedIn products and industry knowledge to effectively drive greater customer engagement on relevant features for their business needs

Qualifications

Basic Qualifications

• 5+ years working in a Customer Success and/or Management Consultancy role

Preferred Qualifications

• Strong knowledge of the Customer Success Industry
• Ability to understand your customer’s business objectives and challenges and define strategies to implement modern selling programs to help them achieve those objectives
• Establish and grow trusted relationships with internal stakeholders and clients to allow you to be a trusted advisor and consultant, and a modern selling industry expert
• 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
• Proficient in Salesforce & Microsoft Office (Outlook, Excel, Word and Power Point)

Additional Information

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

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