Senior Customer Success Manager - Hiring (Large Enterprise)

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 be be based in NYC or remote.

At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. This role may be remote or hybrid. At LinkedIn, hybrid roles are performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team. Remote roles are performed from the designated home work location upon time of hire, and any changes to this home work location requires a review of remote status and approval

The Senior Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a significant return on investment (ROI) and drive business success with their LinkedIn Hiring Solutions investment.​ 

As a CSM you will be tasked with: ​ 

• Serving as a Customer Champion and Advocate​ 

• Helping Customers realize value from their investment​ 

• Partnering on customer retention and expansion.​ 

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

Responsibilities Include:    

• 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​ 

• Agree on business objectives and goals with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews.​ 

• Develop new and innovative ways to share relevant data and insights that are impactful to customers and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews​ 

• Analyze current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options. 

• Provide best practices to help drive user behavior and product adoption, and map Hiring solutions to existing customer workflows​ 

• Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success​ 

• Maintain an understanding of Hiring products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs​ 

• Interpret customer insights to drive change in product and act as voice of customer to LinkedIn Product teams​ 

• Expedite technical and purchase-related escalations.​ 

• Document all communication with customers accurately and in a timely manner via system tools. 

• Up to 15% travel may be required, depending on location and territory. 

Basic Qualifications:    

• 5+ 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:  

• Recruiting or other applicable talent experience 

• Proficient interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges 

• Proficient 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 

• Influential verbal and written communication skills, including expertise in presenting to both small and large audiences 

• Proficient understanding of Sales concepts and Software as a Service 

• Bachelor's degree or equivalent practical experience 

Suggested Skills:

• Customer Success
• Interpersonal Skills
• Consulting 

LinkedIn is committed to fair and equitable compensation practices.  

The pay range for this role is $93,000 to $143,000. 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://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.

LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.

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.

San Francisco Fair Chance Ordinance ​

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

Pay Transparency Policy Statement ​

As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

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.