Senior Customer Success Manager, Talent Solutions (10m FTC)

Job Description

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 sales partners to ensure LinkedIn Customers achieve a significant return on investment (ROI) and drive business success with their LinkedIn Hiring Solutions investment.  

As a CSM you will be: 

• Serving as a Customer Champion and Advocate  
• Helping Customers realize value from their investment  
• Partnering on customer retention and expansion.  
• Supporting customers in the Indonesian market

The CSM will partner with various stakeholders within assigned customers, to ensure effective user and product onboarding and engagement on LinkedIn Hiring products and solutions. 

Responsibilities Include:    

• Partner with internal teams (sales, insights, etc.) to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and drive return on investment (ROI).  
• Align on customer’s business objectives and goals to build measurable success plan and set a cadence of communication to deliver ROI and operational reviews.  
• Develops and helps customers drive change management principles and processes to support transitioning to new processes, tools, or initiatives related to LinkedIn products and solutions.  
• Provide best practices to help drive user behavior and product adoption, and map solutions to existing customer workflows.  
• Manage and execute projects geared to drive adoption of new products and services with customers.  
• Share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders as well as Value Reviews.  
• Have knowledge of customer’s operating model and articulate how LinkedIn Products add value to organizational goals.  
• Act as a trusted advisor and provide ongoing consultation to your full book of business to drive product adoption and ensure customers leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria.  
• Lead and maintain 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.  
• Identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.  
• Interpret and analyze customer insights to drive behavior change in product and act as voice of customer to continuously improve our product, systems, and resources.  
• Track and document customer activity via system tools. 

Qualifications

Basic Qualifications:    

• 5+ years of experience in any of the following: Customer Success, Account Management, Consulting, Talent, Project Management 
• Professional business fluency in verbal and written English, including expertise in presenting to both small and larger audiences.  

Preferred Qualifications:  

• Fluency in Bahasa Indonesian 
• Strong knowledge of the Customer Success Industry, and/or Talent experience 
• 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. 
• 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 Retention Management  
• Storytelling with insights – manage to value 
• Change Management 

Additional Information

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.