Sr. Customer Success Manager

LinkedIn; Karnataka; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

LinkedIn in India is seeking a Customer Success Manager to drive adoption of Sales Navigator among customers and to help make our solutions a mission-critical part of their sales processes.

You will own onboarding, training, and rollout strategies, partner with sales teams to ensure ROI, monitor usage metrics, mitigate churn, and share best practices across accounts; this hybrid role may require travel.

Qualifications

• 3+ years of experience in customer success, account management, consulting, or related roles.
• Experience in driving adoption, onboarding, and customer engagement.

Responsibilities

• Serve as a customer champion and advocate.
• Drive product adoption and ensure ROI for customers.
• Collaborate with sales partners to expand partnerships.
• Manage onboarding, training, and ongoing success reviews.
• Analyze usage metrics and identify opportunities to reduce churn.
• Record customer activity in Dynamics and other systems.
• Escalate technical and purchase-related issues as needed.
• Travel may be required.

Skills

Customer Success

Account Management

Sales

Project Management

Change Management

Education

Bachelor's degree

Tools

Dynamics

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.

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.

LinkedIn's Sales Solutions team is dedicated to changing the world of salesthrough the use ofSales Navigator, our flagship product that connects and builds mutually beneficial relationshipsbetween buyers and sellers.

The Customer Success Manager(CSM)is part of the LinkedIn's Sales Solutions organization. Theobjectiveof this role is to driveadoptionand engagement of our product, LinkedIn Sales Navigator withinourcustomersand to help our solutions become a mission critical, irreplaceable part of our customers' sales and business development processes. You willbe responsible forrollout strategy, on-boarding training, projectmanagementand regular metrics reviews as well as consulting and best practice sharing sessions with customers.

The Customer Success Manager partners closely with their assigned sales partners to ensure LinkedIn Customers achievea significant return on investment and drive business success with their LinkedIn investment.

As a CSM you will be tasked with:

• Serving as a Customer Champion and Advocate
• Helping Customers realize value from their investment
• Partneringoncustomer retention and expansion.

The CSM will partner with various stakeholders within assigned customers, to ensure effective user and product onboarding and engagement on LinkedIn products and solutions.

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 the 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 practice.
• Interpret customer insights to drive change in product and act as voice of customer to LinkedIn Product teams.
• Expedite technical and purchase-related escalations.
• Minimum travel may be required.
• 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.

Qualifications

Basic Qualifications:

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

Preferred 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

Suggested Skills:

• Negotiation
• Analytical and Forecasting
• Decision Making
• Communication

India Disability Policy

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf

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