Customer Success Manager - Sales Solutions

This role will be based in NYC, Chicago, or San Francisco. 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.

About the role

LinkedIn’s Sales Solutions team is dedicated to changing the world of sales through the use of Sales Navigator, our flagship product that connects and builds mutually beneficial relationships between buyers and sellers. The Customer Success Manager (CSM) is part of the LinkedIn Sales Solutions organization. The objective of this role is to drive adoption and engagement of our product, LinkedIn Sales Navigator, within our customers and to help our solutions become a mission-critical, irreplaceable part of our customers’ sales and business development processes.

You will partner closely with assigned sales partners to ensure LinkedIn Customers achieve a significant return on investment and drive business success with their LinkedIn investment. While this role does not own quota associated with renewal or growth, you are accountable for the success of the partnership as measured through depth, frequency, and quality of executive engagements, delivery of ROI as validated by the customer, and growth opportunities identified. Minimum travel may be required.

Responsibilities

• Advance personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers.
• Partner with sales counterparts on prioritized customers to drive overall customer adoption, enhance customer success, and mitigate customer churn risk.
• Act as a trusted advisor to end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed-upon operational priorities, leading to full business value.
• Utilize client usage and industry metrics to derive insights and use these to drive greater customer engagement and adoption.
• Analyze current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options.
• Track and record customer activity in a timely manner in systems of record, i.e., Dynamics.
• Identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
• Maintain a deep understanding of LinkedIn products to effectively guide customers on best practices.
• Interpret customer insights to drive change in product and act as the voice of the customer to LinkedIn Product teams.
• Expedite technical and purchase-related escalations.

Requirements

• 3+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management.

Qualifications

• Experience in recruiting, applicable talent experience, learning, e-Learning, Organizational L&D, sales, account management, product enablement, and/or sales effectiveness.
• Fundamental interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges.
• Fundamental 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.
• Strong verbal and written communication skills, including expertise in presenting to both small and large audiences.
• Fundamental understanding of Sales concepts and Software as a Service.
• Bachelor's degree or equivalent practical experience.

Skills

• Negotiation
• Analytical and Forecasting
• Decision Making
• Communication

Pay

The pay range for this role is $78,000 to $126,000 USD OTE. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. The total compensation package for this position may also include annual performance bonus, stock, benefits, and/or other applicable incentive compensation plans.