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
At LinkedIn, our approach to flexible work is cantered 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.
We are looking for a Manager, Customer Success to lead one of our DACH customer success teams in retaining our customers by making them incredibly successful with our Hiring products and data. As a leader to this team, you will manage and grow a team of customer success professionals who are focused on a specific segment of accounts. You will model clear forecasting of risks, maintaining oversight of top renewals and their health. You will be responsible for the success of your team in delivering results for client adoption and engagement, satisfaction, and account retention. You will help your team prioritize effective strategies to help our customers become and feel successful. You will also be adept at inspiring team and talent as well as being a thought leader in your field.
Responsibilities:
Team and Talent
Manage a team of Customer Success Managers (individual contributors)
Attract, hire and retain great talent, and ensure they are successful by leveraging an #alwaysbecoaching mindset
Build and maintain a healthy pipeline of talent to attract for future roles in your team
Support other Customer Success teams in the region, and partner closely with their managers
Customer Centricity
Maintain and develop a deep understanding of our Hiring products, DACH market and industry knowledge to be able to guide your team through difficult customer engagements
Participate directly in customer meetings, including executive stakeholder engagement, to mitigate renewal risk
Business Leadership
Maintain oversight on top renewals and renewal health, allowing meaningful contributions to forecast accuracy and plan achievement.
Be a champion of change. Lead by example, embracing change and inspiring those around you to join you on the journey
Coach your team to metrics to ensure achievement of CSM activity and customer outcome targets
Execute on department-level goals, including churn reduction, user adoption, product (AI-) feature adoption, and team development
Identify opportunities which help evolve our post sales engagement model, including, but not limited to, the development of systems, tools, process and behaviours
Lead initiatives for the region and drive operational excellence with data and insights
Cross Functional Partnership
Partner closely with sales and marketing leadership for your segment and geography to align goals and incentives for the overall health of LinkedIn’s business
Be a key input, representing Customer Success, in global and regional programmes which span cross function and line of business
Qualifications
Basic Qualifications: - Fluent in German and English
- 8+ years of customer facing experience in a SaaS business
- 4+ years of people management and leadership experience in a customer success or sales capacity
Preferred Qualifications: - Knowledge of the Recruitment or Learning and Development industry is a strong advantage
- Experience in recruiting, learning and development or talent management
- Strong knowledge of the DACH and EMEAL landscape, and how it fits into a global organisation
- Experience implementing new processes, workflows or other large business initiatives within an organisation
- Excellent communication, organizational, project management and time management skills
- Experience working in global organizations, with a skill set to connect global strategy to regional impact
- Proven ability to build and maintain strong relationships with internal and external stakeholders, including senior leadership, cross-functional teams, and regional partners.
- Exceptional communication and influencing skills, with the ability to tailor messaging to different audiences and drive alignment across global and regional priorities.
- Experience facilitating cross-functional collaboration, ensuring stakeholder buy-in and successful implementation of initiatives across departments and geographies.
- Experience analysing data and trends to identify product or service-growth opportunities
- Experience leading change management efforts, including stakeholder readiness, communication planning, and feedback loops.
- Experience analysing data and trends to identify product or service-growth opportunities
- Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel) and adoption of AI tools (e.g. MS CoPilot)
- Proficient in Microsoft Dynamics or other CRM tools , Gainsight or other Customer Success Tools
Suggested Skills
- Relationship Building
- Stakeholder Management
- Leadership
Additional Information
Global Data Privacy Notice for Job Candidates
Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.
