Principal Customer Success Manager

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.

This role will be based in Chicago, New York City, or San Francisco. 

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.    

LinkedIn’s Sales Solutions team is dedicated to changing the world of sales through the use of Sales Navigator, our flagship product that connects and builds mutually beneficial relationships between buyers and sellers.    

The Principal Customer Success Manager is part of the LinkedIn Sales Solutions organization. The objective of this role is to drive adoption and engagement of our product, LinkedIn Sales Navigator within our customers and to help our solutions become a mission critical, irreplaceable part of our customers’ sales and business development processes. You will be responsible for your customers’ success, which includes rollout strategy, on-boarding, project management, regular program health and value reviews as well as building and nurturing key relationships with your customers.   

Responsibilities: 

• Commitment to personal journey with Diversity, Inclusion and Belonging as this is a top priority for LinkedIn and many of its customers 
• Partner with teams and co-create solutions (ie. sales, implementation, insights, etc.) to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and return on investment (ROI) 
• Act as a trusted advisor and provide ongoing consultation and leading practice recommendation to the book of business and their management to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria 
• Develops and helps customer drive change management principles and processes to support organizations transitioning to new processes, tools, or initiatives related to LinkedIn products and solutions 
• Teach and develop deep understanding of LinkedIn products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs      
• Identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success 
• Interpret and analyze customer insights to drive behavior change in product and act as voice of customer to LinkedIn Product teams to continuously improve our product, systems, and resources 
• Agree on business objectives and goals as it relates to LinkedIn product with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews 
• Share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders as well as Value Reviews 
• Provide leading practices to help drive user behavior and adoption of product and map solutions to existing customer workflows     
• Manage and execute projects geared to drive adoption of new products and services with customers 
• Track and document customer activity via system tools, ie. Gainsight 
• Encourage customers to utilize appropriate LinkedIn resources to increase their utilization on the LinkedIn platform 
• Develops, executes, and inspires peers to help achieve professional development to meet internal needs by providing training and guidance 
• Continually work to evolve and improve Customer Success discipline within and across Customer Success Organization. 

Basic Qualifications 

• 7+ 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 

• Bachelor's degree or equivalent practical experience  
• Advanced interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges at all levels at the client   
• Advanced 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    
• Advanced understanding of software pre-sales and/or sales effectiveness   
• Experience managing client accounts with high revenue impact    
• Experience partnering with C-level/Director/Leadership Stakeholders    
• Advanced verbal and written communication skills, including expertise in presenting to both small and large audiences    
• Ambitious and driven, thriving in fast-paced and demanding environment    
• Teamwork mentality and willingness to assist wherever needed    
• Strong Microsoft Office capabilities: Excel, Word, Outlook, and PowerPoint   
• Proven ability to influence through empathy, negotiation and consensus building  

Suggested Skills 

• Communication 
• Collaboration 
• Project Management 

LinkedIn is committed to fair and equitable compensation practices.  

The pay range for this role is $116,000 to $176,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.  

The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.

Equal Opportunity Statement

LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.

Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.

Please reference the following information for more information:  https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and

 https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf  for more information.

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Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:

• Documents in alternate formats or read aloud to you
• Having interviews in an accessible location
• Being accompanied by a service dog
• Having a sign language interpreter present for the interview

A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

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Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

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