Bilingual Senior Customer Success Manager

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 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

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 investment.​  

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

Responsibilities Include:     

• 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.  

• 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.  

• 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.  

• 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​.  

• Up to 15% travel may be required. 

• While this role does not own quota associated with renewal or growth, you are accountable for the

Qualifications

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  

• Fluency in English and French

  Preferred Qualifications:   

• Experience in recruiting, applicable talent experience, learning, e-Learning, Organizational L&D, sales, account management, product enablement, and/or sales effectiveness. 

• 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:

• Account Management
• Change Management
• Customer Acumen
• Prioritization
• Learning & Development
• Integrations

The pay range for this role is $102,300-$134,200 CAD (On Target Earnings). 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.  

We may record and transcribe interviews for this role with AI assisted technology. Candidates will be notified in advance and given the opportunity to opt out of the interview recording. Your decision to participate or decline will not impact your eligibility for hire. To learn more about LinkedIn's use of interview intelligence technologies, please visit our candidate portal: https://www.linkedin.com/legal/candidate-portal 

Additional Information

Global Data Privacy Notice and Compliance Posters for Job Candidates 

Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: https://www.linkedin.com/legal/candidate-portal.