Principal Customer Success Manager

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.

The Principal Customer Success Manager (CSM) partners closely with sales and cross-functional teams to ensure LinkedIn’s global clients achieve significant return on their investment and realize value with their Hiring and Learning Solutions. This includes creating holistic strategies that drive engagement, optimization and innovation across large multi-national organisations.

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

Responsibilities Include:

• Manage key customer moments in a manner that establishes credibility and trust as a business advisor to assigned accounts
• Collaborate internally with a global cross functional account team including Global Client Directors/Executives to create value engagement frameworks on customers’ talent agenda
• Co-develop success plans outlining customer business objectives and goals to demonstrate measurable success, setting cadence of communication to deliver ROI (return on investment).
• 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 and Learning products and industry knowledge to effectively drive customer engagement on relevant features/functionality for their specific business needs.
• Mentor regional CSM/CSAs as part of professional development to meet client and internal needs.
• Support continuous improvement and evolution of Customer Success discipline within and across Global Clients Program (GCP)
• Commit to ongoing Diversity, Inclusion, and Belonging education (DIBs). This is a top priority across our organization
• Travel may be required across Asia Pacific as needed for customer meetings

Requirements

Basic Qualifications:

• 7+ years of experience in any of the following: Customer Success, Account Management, L&D Sales, Consulting, Product Training and Enablement, Talent Acquisition, Project Management, or Change Management
• Japanese bilingual with relevant knowledge and experience across global organizations

Preferred Qualifications:

• Recruiting/L&D or other applicable Human Capital experience
• Expert interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges at all levels at the client side, including executive level
• Expert 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
• Expert understanding of Sales concepts and Software as a Service (SaaS)
• Proven ability to influence through empathy, negotiation, and consensus building

Suggested skills:

• Interpersonal skills
• Multiple Stakeholder Management skills
• Problem solving skills