Senior Customer Success Manager - Sales Solutions

$114,000 - $172,000/Yr

Unclassified - Sunnyvale, CA

Full-time - Mid Level

Remote - Sunnyvale, CA

5,001-10,000 employees

About the position

At LinkedIn, we are dedicated to transforming the way the world works, and our Sales Solutions team plays a crucial role in this mission. The Customer Success Manager position is integral to our organization, focusing on driving the adoption and engagement of our flagship product, LinkedIn Sales Navigator. This role is designed to ensure that our customers view our solutions as mission-critical components of their sales and business development processes. As a Customer Success Manager, you will be responsible for developing rollout strategies, conducting onboarding training (both onsite and via webinars), managing projects, and performing regular metrics reviews. You will also engage in consulting and sharing best practices with our customers to enhance their experience and success with our products. Your commitment to diversity, inclusion, and belonging will be paramount, as these values are top priorities for LinkedIn and our customers. You will partner with various teams to execute solutions that drive overall customer adoption, enhance customer success, mitigate churn risk, and demonstrate return on investment (ROI). Acting as a trusted advisor, you will provide ongoing consultation and recommendations to your assigned accounts, ensuring they leverage our solutions to meet their operational priorities and achieve full business value. In this role, you will develop change management principles to support organizations transitioning to new processes and tools related to LinkedIn products. You will maintain a deep understanding of LinkedIn's offerings and industry trends to effectively engage customers and drive utilization of relevant features. Identifying churn risks and maintaining healthy engagement levels will be critical, as will interpreting customer insights to drive behavior change and improve our products and resources. You will align with customers' business objectives to build measurable success plans and maintain a cadence of communication to deliver ROI and operational reviews. Additionally, you will manage projects aimed at driving the adoption of new products and services, track customer activity through system tools, and encourage customers to utilize LinkedIn resources to maximize their platform engagement.

Responsibilities

• Drive adoption and engagement of LinkedIn Sales Navigator among customers.
• Develop rollout strategies and conduct onboarding training (onsite and webinars).
• Manage projects and perform regular metrics reviews with customers.
• Provide ongoing consultation and best practice recommendations to customers.
• Develop change management principles to support organizations transitioning to new processes.
• Maintain a deep understanding of LinkedIn products and industry knowledge.
• Identify churn risks and maintain healthy customer engagement levels.
• Interpret and analyze customer insights to drive behavior change in product usage.
• Align with customers' business objectives to build measurable success plans.
• Share relevant data and insights with customers during operational reviews.
• Manage and execute projects to drive adoption of new products and services.
• Track and document customer activity using system tools like Dynamics.
• Encourage customers to utilize LinkedIn resources to increase platform utilization.

Requirements

• 5+ years of experience in Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management.
• Bachelor's degree or equivalent practical experience.

Nice-to-haves

• Experience in recruiting or other applicable talent experience.
• Experience in Learning, e-Learning, Organizational L&D, or Human Capital Management.
• Proficient interpersonal skills for building authentic business relationships.
• Strong organization, project management, and time management skills.
• Experience analyzing data and trends to identify product or growth opportunities.
• Proficient verbal and written communication skills, including presenting to remote audiences.
• Understanding of Sales concepts and Software as a Service (SaaS).
• Experience partnering with Director+ stakeholders.
• Experience managing client accounts with high revenue impact.

Benefits

• Annual performance bonus
• Stock options
• Comprehensive health insurance
• 401(k) retirement plan
• Flexible work options (hybrid and remote)
• Professional development opportunities
• Diversity and inclusion programs
• Employee discounts
• Paid time off and holidays