Senior Customer Success Manager

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

This role will be based in São Paulo.

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. 

As a Senior Customer Success Manager (CSM) in the Search & Staffing vertical, you will lead strategic partnerships with our most valuable customers. You’ll be responsible for driving measurable business outcomes through adoption, expansion, and advocacy of LinkedIn Hiring Solutions. This role blends hands-on customer engagement with strategic influence, requiring a deep understanding of the staffing industry, talent acquisition trends, and the evolving role of AI in recruitment. 

You will serve as a trusted advisor to executive stakeholders, mentor junior team members, and contribute to the evolution of our customer success strategy. 

Responsibilities Include:  

• Advance personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers   

• Partner with sales counterparts on prioritized customers to drive overall customer adoption, enhance customer success, and mitigate customer churn risk​ 

• Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value​ 

• Agree on business objectives and goals with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews.​ 

• Develop new and innovative ways to share relevant data and insights that are impactful to customers and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews​ 

• Analyze current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options. 

• Provide best practices to help drive user behavior and product adoption, and map Hiring solutions to existing customer workflows​ 

• Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success​ 

• Maintain an understanding of Hiring products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs​ 

• Interpret customer insights to drive change in product and act as voice of customer to LinkedIn Product teams​ 

• Expedite technical and purchase-related escalations.​ 

• Document all communication with customers accurately and in a timely manner via system tools. 

• Up to 15% travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory 

Qualifications

Basic Qualifications:    

• 5+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management 

• Native language in Portuguese and business fluency in English and Spanish 

Preferred Qualifications:  

• Recruiting or other applicable talent experience 

• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value 

• Proven success managing complex, high-value customer relationships in a SaaS or B2B environment. 

• Strong business acumen with the ability to link product capabilities to customer outcomes. 

• Experience with AI-powered hiring tools and a passion for driving digital transformation in recruitment. 

• Excellent communication and presentation skills, with comfort engaging both operational users and executive stakeholders. 

• Familiarity with LinkedIn Hiring Solutions or similar platforms is a plus. 

• Bachelor’s degree or equivalent practical experience.

Suggested Skills: 

• Analytical Skills
• Communication 
• Training delivery 
• Project management
• Partnership and teamwork

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.