Customer Success Strategist

2 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China LinkedIn Full time

Company Overview

LinkedIn is a professional networking platform that connects people from all over the world, enabling them to discover new opportunities, build their skills, and gain valuable insights.

We are committed to creating a culture that values trust, care, inclusion, and fun, where everyone can succeed.

Job Description

The Senior Customer Success Manager (CSM) plays a crucial role in ensuring our customers achieve a significant return on investment (ROI) and drive business success with our LinkedIn Hiring Solutions.

This involves partnering closely with sales teams to identify customer needs and develop strategies to drive adoption and retention of our products and solutions.

Responsibilities Include:

  • Partnering with internal teams to drive overall customer adoption and enhance customer success
  • Aligning with customers' business objectives and goals to build measurable success plans and set a cadence of communication
  • Developing and implementing change management principles and processes to support transitioning to new processes, tools, or initiatives related to our products and solutions
  • Providing best practices to drive user behavior and product adoption, and mapping solutions to existing customer workflows
  • Managing and executing projects to drive adoption of new products and services with customers
  • Sharing relevant data and insights that impact customers and tie back to their success drivers through operational reviews to key customer stakeholders as well as Value Reviews
  • Having knowledge of customers' operating models and articulating how our products add value to organizational goals
  • Acting as a trusted advisor and providing ongoing consultation to your full book of business to drive product adoption and ensure customers leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria
  • Leading and maintaining a deep understanding of our products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
  • Identifying churn risk and maintaining healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
  • Interpreting and analyzing customer insights to drive behavior change in product and act as voice of customer to continuously improve our product, systems, and resources
  • Tracking and documenting customer activity via system tools


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