LinkedIn was built to help professionals achieve more in their careers, and everyday millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. We’re much more than a digital resume – we transform lives through innovative products and technology.

The Customer Success Manager (CSM) is part of the LinkedIn Talent Solutions organization. The objective of this role is to drive adoption of our products within our clients and to help our solutions become a mission critical, irreplaceable part of our clients’ sourcing process. 

You will partner closely with sales to ensure LinkedIn customers achieve a significant return on and feel successful with their LinkedIn investment. The CSM serves as a key project manager to assigned accounts, to support effective onboarding and complex implementation of products, services and training to new and existing customers.

Responsibilities

Onboarding:

• Partner with sales for assigned accounts to introduce and establish relationships with new customers, focusing on implementation plans of products in order to drive overall customer adoption and expedite technical, or purchase-related escalations

• Develop learning and education plans for our customers, emphasizing our self-service Learning Library

• Conduct end-user onboarding within the first 90 days for new customers or purchase of new products within assigned accounts

• Develop and execute success plans including shared goals and performance metrics 

Nurture:

• Act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve full business value

• Track customer activity to identify churn risk and work proactively to address/eliminate that risk, while simultaneously identifying upsell opportunities when applicable

• Analyze and develop strategies to increase account-level usage metrics

• Maintain a deep understanding of LinkedIn products and industry knowledge to effectively drive change management and greater customer engagement on the most relevant features/functionality for their specific business needs

• Review learning and education plans to ensure customers with low usage are provided with additional training/education to fully optimize usage of LinkedIn Products

• Document all communication with users and accounts accurately and in a timely manner via system tools

• Ensure that issues are escalated appropriately to internal departments and management

Renewal & Upsell:

• Provide support to assigned accounts on media campaigns, pilots and changes to the customer product mix

• Mitigate churn by creating custom plans for accounts at risk

• Attendance at Quarterly Business Reviews where necessary