Principal Customer Success Manager, Global Clients

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

A Principal Customer Success Manager (CSM) partners closely with sales and cross-functional teams to ensure that customers in our Global Clients Program (GCP) achieve significant return on their investment and get real value from LinkedIn’s Hiring Solutions. This includes creating holistic strategies that drive engagement, strategic optimization and innovation across large multi-national organisations.

The CSM will partner with Stakeholders across all levels within their assigned book of customers, to ensure effective user and product onboarding and engagement on LinkedIn Hiring solutions.

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.

Responsibilities

• Manage key customer moments (KCMs) in a manner that establishes credibility and trust as a true business advisor to assigned accounts
• Collaborate internally with a global cross functional account teams including Global Client Directors/Executives and fellow CSMs in different regions to create value engagement frameworks for customers and their talent agendas
• Co-develop success plans outlining customer business objectives and goals to demonstrate measurable success, setting cadence of communication to deliver genuine return on investment from our products
• Create and execute large, complex solution implementations, tying back to customer objectives and success criteria, ensuring user adoption at scale.
• Drive greater customer engagement across complex, global accounts by applying data insights, product, and industry expertise.
• Maintain an understanding of LinkedIn’s Hiring products and industry knowledge to effectively drive customer engagement on relevant features/functionality for their specific business needs.

Basic Qualifications:

• 8+ years of Customer Success, HR Consulting, Recruitment, Talent Management, Account Management, and/or Training experience
• 2+ years supporting Fortune 500 accounts / Global clients across regions

Preferred Qualifications:

• Strong verbal and written communication skills
• Experience analyzing company performance to build measurable customer success/project goals
• Excellent organizational, project management, and time management skills
• Experience analyzing data, trends and client information to identify product or service growth opportunities
• Recruiting or other applicable talent experience
• Excellent interpersonal skills with the ability to build authentic business relationships and deal effectively with relational challenges as they come up
• Proven ability to influence through empathy, negotiation and consensus building
• Comfortable with occasional business travel when required

Suggested Skills

• Understands customer business objectives and industry
• Storytelling with insights – manage to value
• Internal collaboration (global)