Customer Success Manager Madrid

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. 

Our mission in Customer Success is to ensure every customer maximizes the value of their investment in LinkedIn Talent Solutions. The Customer Success Manager (CSM) partners closely with Account Managers to guide clients throughout their journeyfrom onboarding and adoption to long-term value realization. By acting as a trusted partner the CSM empowers organizations to achieve measurable results strengthen their talent strategies and experience clear return on investment while building lasting relationships and driving customer success.

Responsibilities:

1. Onboarding & Implementation 

• Partner with Sales/ADs to introduce and establish customer relationships. 

• Own and execute implementation and onboarding plans for new customers and new product purchases. 

• Drive early adoption including enduser onboarding within the first 90 days when required. 

2. Success Planning & Value Delivery 

• Build and execute customer success plans aligned to shared goals and performance metrics. 

• Align LinkedIn solutions to the customers business objectives and hiring strategy. 

• Ensure customers are leveraging the right products features and best practices to realize value. 

3. Adoption Engagement & Education 

• Drive ongoing adoption through learning and education plans emphasizing scalable and selfservice learning. 

• Use customer engagement data to identify gaps and recommend actions to improve usage and outcomes. 

• Act as a trusted advisor to end users and stakeholders across the customer organization.  

4. Retention & Relationship Management 

• Partner with Sales on retention and renewal readiness. 

• Identify risks early and support mitigation through proactive engagement. 

• Maintain strong stakeholder relationships across assigned accounts.  

Role Scope & Working Model 

• Postsale nonquota role (partners with Sales but does not own revenue). 

• Manages a portfolio of customers. 

• Approximately 20% travel depending on customer needs.  

Qualifications :

Basic Qualifications:  

• 3 years of experience as a customer success manager account manager or in customer success account management or customer service roles. 

• Experience in managing customer success programs customer retention and upselling strategies. 

Preferred Qualifications:

• Ability to analyse customer data and usage trends to identify areas of improvement. 

• Understanding of product management and its impact on customer experience. 

• Strong interpersonal and communication skills with the ability to build and maintain long-term relationships and work cross-functionally. 

• Excellent problem-solving and critical-thinking abilities with a customer-focused mindset and a proactive approach. 

• Strong organisational and time management skills with the ability to manage multiple accounts and priorities simultaneously. 

• Solid negotiation skills to handle complex customer accounts. 

• Experience with customer success tools like Gainsight or PowerBI. 

• Experience in managing large enterprise-level accounts. 

• Proficiency in handling customer escalations and resolving conflicts. 

• Multilingual abilities Portuguese would be a plus. 

Suggested skills: 

• Coaching 

• Leadership Skills 

• Communication 

• Strategic Planning

Additional Information :

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No

Employment Type :

Full-time