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 Principal Customer Success Manager (CSM) partners closely with sales and cross-functional teams to ensure LinkedIn’s global clients achieve significant return on their investment and realize value with their Hiring and Learning Solutions. This includes creating holistic strategies that drive engagement, optimization and innovation across large multi-national organisations.
The CSM will partner with various stakeholders within assigned customers, to ensure effective user and product onboarding and engagement on LinkedIn Hiring and Learning solutions.
Responsibilities
- Proactive ownership and management of key customer moments in a manner that establishes credibility and trust as a business advisor to assigned customers
- Collaborate internally with a global cross functional account team including Sales partners to drive overall customer adoption, enhance customer success, and mitigate customer churn risk.
- Co-develop success plans outlining customer business objectives and goals to demonstrate measurable success, setting cadence of communication to deliver ROI (return on investment).
- Drive greater customer engagement across complex, global accounts by applying data insights, product, and industry expertise.
- Create and execute large, complex solution implementations, tying back to customer objectives and success criteria, ensuring user adoption at scale.
- 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 Value Reviews.
- Maintain an understanding of LinkedIn’s Hiring and Learning products and industry knowledge to effectively drive customer engagement on relevant features/functionality for their specific business needs.
- Serve as the voice of the customer and provide internal feedback to Product, Content and other teams on how we can better serve our customers.
- Proactively identify business gaps and take ownership to lead or contribute to cross-functional global projects leading to solutions that up-level the Customer Success Organization and increases customer value delivery
- While this role does not own quota associated with renewal or growth, you are accountable for the success of the partnership as measured through activation, engagement and quality of executive engagements, delivery of ROI as validated by the customer, and growth opportunities identified.
- Up to 30% travel may be required
Basic Qualifications:
- 8+ years of experience in any of these areas: HR Consulting, Learning & Development, Talent Management / Recruiting, Customer Success, Account Management, Product Management/Adoption
- Business proficiency in Japanese and English as this role would require engaging with Japanese speaking customers and global internal and external stakeholders.
Preferred Qualifications:
- Experience in talent acquisition, recruiting, applicable talent experience, sales, account management, customer success and product enablement.
- Expert interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges at all levels at the client side, including executive level
- Expert 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
- Expert understanding of Sales concepts and Software as a Service (SaaS)
- Proven ability to influence through empathy, negotiation, and consensus building
Suggested skills:
- Customer Retention Management
- Storytelling with insights – manage to value
- Change Management
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