Senior Customer Success Manager (12 month FTC) Munich or Berlin

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.

This role is a 12 month fixed term contract and the location can be based in either Berlin or Munich.

At LinkedIn the Customer Success Manager (CSM) partners closely with Account Directors (AD) to ensure LinkedIn Customers in the DACH region achieve a significant return on investment and feel successful with their LinkedIn Sales solution. The CSM serves as a key consultant to assigned accounts to support effective onboarding complex implementation and driving engagement of products and services to new and existing customers.  

As a Customer Success Manager for Sales Solutions you will ensure customer success by liaising with key stakeholders (c-level executives sales leaders program managers) within our customer base to plan and drive social selling programs. Taking a consultative and prescriptive approach to our customers is crucial acting as their trusted advisor and consistently showing the value and ROI our solution can offer. Our main goal is to achieve our customers outcomes by turning the vision they hold for their business into a reality. You will be a change management leader helping your clients adopt modern selling best practices through regular success will be a product expertand you will be a core part of LinkedIns retention strategy preventing customer attrition (churn) by ensuring customers get value from their investment in Sales Navigator. 

Responsibilities: 

• Partner with the Account Directors on assigned accounts in the DACH market to educate clients on theoptimalway to implement a successful modern selling program using LinkedIns Sales Navigator platform to drive overall customer adoption and success 

• Act as a trusted advisor to key customer stakeholders and executive sponsors to drive product adoption ensuring theyleveragethe solution to achieve full business value through training consulting communication about product features and regular metrics review 

• Deliver Strategic Value Reviews to executive sponsors demonstrating measurable business impact and ROI. Present insights and recommendations that align with the customers strategic priorities and growth objectives 

• Developexecuteand continuously review customer success plans to define shared goals KPIs and align our LinkedIn Sales Solution to our customers organizationalobjectivesinitiativesand strategies. Ability to prove ROI. 

• Conduct Success Reviews to assess customer adoption health identify risks or gaps and recommend actionable next steps to maximize value. Collaborate cross-functionally to ensure success review outcomes translate into tangible improvements in adoption and engagement 

• Think scale encouraging clients toutilizeappropriate LinkedInresources (i.e. community forums Customer hub workshops etc.) to increase theirproficiencywith Sales Navigator and with other modern selling features on the LinkedIn platform 

• Mitigate churn by tracking customer activity and creating custom plans for accounts at risk; partner with Account Directors on mitigation strategies including attendance at QBRs where necessary 

• Proactivelyidentifyrisk and deliver coaching/training to improveutilizationof low usage clients 

• Monitor customer engagement and health metrics in assigned accounts analyses and develop strategies to increase usage i.e. sales leadership educational sessions best practices workshop 

• Document all communication with users and accounts accurately andin a timely mannervia system tools (Dynamics). Ensure that issues are escalated appropriately toappropriate internaldepartments and management 

• Use LinkedInclientand other data to derive insights to drive greater client engagement 

• Maintain a 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 

• Travel whenrequired(approximately 10-15% of time) 

Qualifications :

Basic Qualifications: 

• 5 years working in a Customer Success Account Management or Management Consultancy role 

• Fluency in German and English 

Preferred Qualifications 

• Strong knowledge of the Customer Success Industry 

• Ability to understand your customers businessobjectivesand challenges and define strategies to implement modern selling programs to help them achieve thoseobjectives. 

• Establish and grow trusted relationships with internal stakeholders and clientsto allowyouto be a trustedadvisor and consultant andamodernselling industry expert. 

• Experience presenting to large audiences e.g. Sales Kick-offs Executive Forums 

• Experience implementing change management best practices to drive product or process adoption 

• Experience driving large scale global deployments 

• Excellent organizational project managementconsultingand time management skills 

• Experienceanalyzingdatatrendsand client information toidentifyproduct or service growth opportunities 

• Proficient inDynamics& Microsoft Office (Outlook ExcelWordand Power Point) 

Suggested Skills: 

• Relationship Building 

• Stakeholder Management 

• Account Management 

• Project And/or Change Management 

Additional Information :

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No

Employment Type :

Full-time