Our Customer Success team aspires to be the trusted partner in accelerating value/ROI for our customers through product, insights, and collaboration. To make our members and customers successful, we must approach them with empathy, make their journey easy, and provide essential value in the moments that matter throughout their journey with LinkedIn. Our world-class LinkedIn Talent Solutions (LTS) Customer Success team is responsible for helping our customers optimize our products to achieve their talent objectives, and ultimately driving renewals and revenue growth for LinkedIn.

We are looking for a thought leader with industry expertise who will lead our LTS Global Clients Program Customer Success organization. The Global Clients Program represents the largest, most complex multinational customers at LinkedIn. This leader will be responsible for setting this team’s vision, strategy, and processes, acting as a catalyst to improve the quality of our services and overall customer experience to deliver value. Customer Success plays a critical role in ensuring our customers receive massive value from the products and services that LinkedIn provides. The ideal candidate brings a vision and passion for leading customer success while driving strong collaboration across our Customer Success Management, Sales, Insights, Marketing, Support, Operations, Data Science, and Product teams to deliver outstanding experiences and outcomes for all our customers. This role will report into the Vice President, LTS Customer Success.

Responsibilities:

• Ownership and responsibility to set, lead, and drive the strategic priorities of the Global Clients Program Customer Success team across North America, Europe, Latin America and Asia.
• Lead a team of 120+ Customer Success Managers across the world.
• Drives the delivery of results for client adoption, engagement, satisfaction, and account retention. Customer Success outcomes include: increasing renewal rates, reducing churn, and influencing future lifetime value through higher product adoption and customer satisfaction.
• Coaches and develops directs toward delivering on KPIs in team development, onboarding, product adoption, education, project management, customer satisfaction and customer insights/value analysis.
• Partner closely with Global Clients sales leadership to align goals and incentives for the overall health of LinkedIn’s business.
• Collaborates extensively with cross-functional teams including Sales, Marketing, Operations, Product, Enablement, Deal Desk, Insights, and Global Services to deliver outsized value and impact for LinkedIn’s largest customers.
• Engages externally and stays abreast of industry trends to strategically plan, adapt, and shift the vision and direction of the team.
• Serves as executive sponsor of 5-10 key customers. Leading senior level relationships and value creation.
• Inspire and hold the team accountable to do their best work.
• Leads compassionately, focuses on coaching and developing team members and fosters an environment where the team wins and has fun.
• Champions inclusion and belonging and models the way for other leaders with creating an inclusive environment.
• Identify opportunities to enhance effectiveness and efficiency through technology.

Qualifications Basic Qualifications:

• 10+ years of progressive roles within Customer Success Leadership and/or Sales Leadership Experience
• 3+ years in people management and ideally distributed customer success teams, education teams, sales teams or pre-sales teams.

Preferred QualificationsL

• 10+ years of work experience including consulting/customer success/sales/support/program management, etc.
• Ideal candidate has track record delivering results in both Sales and Customer Success
• 5+ years in people leadership with distinguished track record of success
• Advanced degree in Business or related field
• Systems thinker who can connect the dots between multiple initiatives across functions to drive customer value and experience
• Experience designing, building, and driving innovative, customer-facing engagement programs at scale
• Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past, not adhere rigidly to it
• Ability to lead and facilitate cross company initiatives
• Track record of driving process improvements for scale and efficiency, including identifying and implementing technology solutions.
• Strength in strategic problem solving and articulating strategic plans in written and verbal formats
• Deep experience in developing and making formal presentations to executive management
• Experience hiring, developing, and retaining best in class talent.
• Teamwork mentality and willingness to assist wherever needed
• Experience deriving insights from data and building actionable strategy based on analysis.
• Understanding of Artificial Intelligence

Suggested Skills:

• Leadership
• Analysis
• Strategic Thinking

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