Principal Customer Success Manager (12 month fixed term contract)

LinkedIn; London; Hybrid; GBP 60,000 - 95,000; Full time

Job summary

An established industry player is seeking a Principal Customer Success Manager to enhance client engagement through innovative selling solutions. This dynamic role involves collaborating with Relationship Managers to drive the adoption of Sales Navigator, ensuring clients achieve their business goals. The ideal candidate will leverage their expertise in Customer Success and stakeholder management to foster strong relationships and deliver impactful training sessions. Join a forward-thinking company that values growth and offers a hybrid work environment, where your contributions will empower clients and shape the future of modern selling.

Qualifications

• 5+ years in Customer Success or Account Management roles.
• Strong knowledge of the Customer Success industry.

Responsibilities

• Partner with Relationship Managers to drive adoption of Sales Navigator.
• Develop customer success plans and define KPIs to demonstrate ROI.

Skills

Customer Success Management

Account Management

Stakeholder Management

Data Analysis

Education

Bachelor's Degree

Tools

Salesforce

Microsoft Office Suite

Job description

Principal Customer Success Manager (12 month fixed term contract)

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Company 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 committed to providing transformational opportunities for our employees by investing in their growth. Our culture is built on trust, care, inclusion, and fun — where everyone can succeed.

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 for this role is hybrid, performed both from home and from a LinkedIn office as needed.
The Customer Success Manager (CSM) partners closely with Relationship Managers to ensure LinkedIn Global Customers achieve significant ROI and feel successful with their LinkedIn Sales solution. The CSM acts as a key consultant for onboarding, complex implementations, and driving product engagement among new and existing customers.

As a Customer Success Manager for Sales Solutions, your role is to liaise with stakeholders (c-level, sales leaders, program managers) to plan and drive social selling programs, acting as a trusted advisor and demonstrating the value and ROI of our solutions. You will empower customers to activate integrations and features, helping them realize their business vision. Your goal is to ensure customer outcomes by facilitating adoption of modern selling practices and preventing churn through continuous success coaching.

Responsibilities

• Partner with Relationship Managers to educate clients on implementing successful modern selling programs using LinkedIn’s Sales Navigator platform, driving adoption and success.
• Develop and review customer success plans, defining shared goals, KPIs, and aligning solutions with organizational objectives to demonstrate ROI.
• Act as a trusted advisor to key stakeholders, promoting product adoption through training, consulting, and regular metrics review.
• Encourage utilization of LinkedIn resources (community forums, workshops, etc.) to enhance proficiency with Sales Navigator and related features.
• Mitigate churn by tracking activity, creating risk mitigation plans, and participating in QBRs as needed.
• Identify at-risk accounts and provide coaching to improve utilization.
• Monitor engagement and health metrics, developing strategies to increase usage, such as educational sessions and best practices workshops.
• Accurately document all communications and escalate issues appropriately using Salesforce.
• Leverage LinkedIn and client data to derive insights that increase engagement.
• Maximize client benefits from their investment in Sales Navigator.
• Maintain deep knowledge of LinkedIn products and industry trends to drive engagement on relevant features.

Qualifications

Basic Qualifications

• 5+ years in Customer Success, Account Management, or Management Consulting roles.

Preferred Qualifications

• Fluency in French and/or German.
• Strong knowledge of the Customer Success industry.
• Ability to understand client business objectives and define strategies to implement modern selling programs.
• Proven relationship-building skills with internal and external stakeholders.
• Experience presenting to large audiences.
• Experience with change management and large-scale deployments.
• Excellent organizational and project management skills.
• Data analysis skills to identify growth opportunities.
• Proficiency in Salesforce and Microsoft Office suite.

Additional Skills: Stakeholder Management, Account Management, Data Analysis.

Additional Information

Global Data Privacy Notice for Job Candidates: https://legal.linkedin.com/candidate-portal

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Technology, Information and Internet