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.
Our mission in Customer Success is to ensure every customer maximizes the value of their investment in LinkedIn Talent Solutions. The Customer Success Manager (CSM) partners closely with Account Managers to guide clients throughout their journey鈥攆rom onboarding and adoption to long-term value realization. By acting as a trusted partner, the CSM empowers organizations to achieve measurable results, strengthen their talent strategies, and experience clear return on investment while building lasting relationships and driving customer success.
Responsibilities:
1. Onboarding & Implementation
Partner with Sales/ADs to introduce and establish customer relationships.
Own and execute implementation and onboarding plans for new customers and new product purchases.
Drive early adoption, including end鈥憉ser onboarding within the first 90 days when required.
2. Success Planning & Value Delivery
Build and execute customer success plans aligned to shared goals and performance metrics.
Align LinkedIn solutions to the customer鈥檚 business objectives and hiring strategy.
Ensure customers are leveraging the right products, features, and best practices to realize value.
3. Adoption, Engagement & Education
Drive ongoing adoption through learning and education plans, emphasizing scalable and self鈥憇ervice learning.
Use customer engagement data to identify gaps and recommend actions to improve usage and outcomes.
Act as a trusted advisor to end users and stakeholders across the customer organization.
4. Retention & Relationship Management
Partner with Sales on retention and renewal readiness.
Identify risks early and support mitigation through proactive engagement.
Maintain strong stakeholder relationships across assigned accounts.
馃搶 Role Scope & Working Model
Post鈥憇ale, non鈥憅uota role (partners with Sales but does not own revenue).
Manages a portfolio of customers.
Approximately 20% travel depending on customer needs.