Manager, Customer Success Consulting

LinkedIn; London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading technology company is seeking a Manager, Customer Success in London to lead the UK team and enhance customer retention. Responsibilities include managing a team, maintaining customer relationships, and leading initiatives to improve engagement. Ideal candidates will have over 4 years of management experience and strong analytical skills. This hybrid role offers an opportunity to develop talent and drive customer success.

Qualifications

• 4+ years of people management/leadership experience.
• 5+ years of customer facing experience, ideally in a SAAS business.
• Experience in recruitment, learning and development is preferred.

Responsibilities

• Manage a team of Customer Success Managers.
• Attract, hire, and retain talent while leveraging coaching.
• Maintain oversight on renewals and renewal health.

Skills

People management

Customer relationship building

Stakeholder management

Leadership skills

Analytical skills

Education

4+ years of people management experience

5+ years in a customer facing role

Tools

Microsoft Dynamics

MS Office (Word, Excel, PowerPoint)

Job description

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

Job Description

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.

We are looking for a Manager, Customer Success to lead one of our UK customer success teams in retaining our customers by making them incredibly successful with our learning products and data. As a leader to this team, you will manage and grow a team of customer success professionals who are focused on a specific region of accounts. You will model clear forecasting of risks, maintaining oversight of top renewals and their health. You will be responsible for the success of your team in delivering results for client adoption and engagement, satisfaction, and account retention. You will help your team prioritize effective strategies to help our customers become and feel successful. You will also be adept at inspiring team and talent as well as being a thought leader in your field.

Responsibilities:

Team and Talent

Manage a team of Customer Success Managers (individual contributors)

Attract, hire and retain great talent, and ensure they are successful by leveraging an #alwaysbecoaching mindset

Build and maintain a healthy pipeline of talent to attract for future roles in your team

Support other Customer Success teams in the region, and partner closely with their managers

Customer Centricity

Maintain and develop a deep understanding of our learning products and industry knowledge to be able to guide your team through difficult customer engagements

Participate directly in customer meetings when needed

Business Leadership

Maintain oversight on top renewals and renewal health, allowing meaningful contributions to forecast accuracy and plan achievement.

Be a champion of change. Lead by example, embracing change and inspiring those around you to join you on the journey

Coach your team to metrics to ensure achievement of activity and quality targets

Execute on department-level goals, including churn reduction, user adoption, support resolution, customer satisfaction and team growth/development

Identify opportunities which help evolve our post sales engagement model, including, but not limited to, the development of systems, tools, process and behaviours

Lead initiatives for the region and drive operational excellence with data and insights

Cross Functional Partnership

Partner closely with sales leadership for your segment and geography to align goals and incentives for the overall health of LinkedIn’s business

Be a key input, representing Customer Success, in global and regional programmes which span cross function and line of business

Qualifications

Basic Qualifications:

4 + years of people management/leadership experience in a customer success/Recruitment or sales capacity

5+ years of customer facing experience, ideally in a SAAS business

Preferred Qualifications:

Knowledge of the Learning and Development industry is a strong advantage

Experience in recruiting, learning and development or talent management

Strong knowledge of the UK and EMEAL landscape, and how it fits into a global organisation

Experience working in global organizations, with a skill set to connect global strategy to regional impact

Experience implementing new processes, workflows or other large business initiatives within an organisation

Excellent communication, organizational, project management and time management skills

Experience analysing data and trends to identify product or service-growth opportunities

Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)

Proficient in Microsoft Dynamics or other CRM tools

Project management certifications advantageous

Suggested Skills

• Relationship Building
• Stakeholder Management
• Leadership

Additional Information

Global Data Privacy Notice for Job Candidates

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.