Global Lead Program Manager-Customer Success Specialist

Overview

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.

The Global Program Manager for the Customer Success Specialist (CSS) Program will orchestrate the strategy, execution, and continuous improvement of LinkedIn’s vendor-delivered CSS Program. This multi-million-dollar program supports nearly 40,000 LinkedIn Talent Solutions customers across three regions and 18 languages, maximizing renewal outcomes, strengthening customer health, and driving adoption and optimization at scale. The CSS Program is a critical lever for LinkedIn Talent Solutions growth. Through a vendor team of ~50 CSS reps, it provides onboarding, training, proactive outreach, and best-practice optimization for customers who may not have dedicated CSM coverage. The program also frees Sales capacity by handling onboarding and support requests, enabling Sales to focus on strategic customer conversations.

This is a senior individual contributor role without direct reports. Success relies on the ability to influence without authority, lead vendor teams globally, and deliver measurable business impact through stakeholder alignment, operational rigor, and innovation. The role is highly visible, partnering regularly with VP-level Sales and CS&S leaders, and serving as the global connector between Sales, Services, Product, Marketing, Operations, and Vendor Ops.

Responsibilities

- Lead the global CSS program lifecycle from strategic planning through execution, including quarterly business reviews, governance forums, and delivery tracking.
- Define and track program KPIs to ensure the CSS Program drives measurable outcomes in renewals, revenue growth (RIG), and customer health.
- Translate customer priorities into actionable success plans, aligning with account planning and adoption goals.
- Partner with Vendor Ops to oversee vendor performance across three regions, ensuring consistent, high-quality delivery from ~50 CSS reps.

Stakeholder Engagement & Communication

- Partner closely with Sales and CS executives to ensure alignment and adoption of the CSS Program across global teams.
- Build strong, trust-based relationships with stakeholders in Sales, CS&S, Services, Digital CS, Product, Marketing, and Central Ops.
- Prepare and deliver executive-level readouts, enablement content, and stakeholder communication strategies tailored to diverse audiences.
- Serve as an escalation point for Sales leaders, ensuring high-quality and timely responses that reinforce program credibility.

Operational Excellence

- Drive workflow management and operational efficiency across vendor and internal teams, leveraging technology and automation to scale.
- Collaborate with Sales Ops and Data teams to design and evolve dashboards that provide CSS reps with actionable insights and enable data-driven decision making.
- Monitor program health, metrics, and interdependencies to ensure value realization and continuous improvement.
- Conduct operational reviews with vendor partners and internal teams, ensuring accountability and program performance.

Enablement & Capability Building

- Champion best practices in scaled customer success, program governance, and change management.
- Lead change management efforts across regions, setting expectations, addressing objections, and aligning stakeholders to shared outcomes.
- Pilot innovative scaled engagement initiatives (e.g., in-product prompts, lifecycle campaigns, proactive advisory) in partnership with Product, Digital CS, and Marketing.
- Advocate for program improvements and share insights that shape the long-term vision of scaled customer success at LinkedIn.

Success in this Role Means

- Increased renewals, revenue growth (RIG), and customer health across unmanaged accounts.
- Expanded Sales productivity by freeing up Sales time for more strategic conversations.
- Demonstrated operational efficiency and measurable improvements in program KPIs.
- Driving innovation in scaled customer engagement models, shaping the future of global Customer Success at LinkedIn.

Qualifications

Basic Qualifications

- 8+ years of experience in Customer Success, Program Management, Sales Strategy, or related fields.
- 4+ years of experience in senior-level CS/Sales leadership, program leadership, vendor management, or scaled success roles.

Preferred Qualifications

- Experience working directly with Sales stakeholders and embedding programs into Sales motions.
- Experience managing or partnering with outsourced vendor teams across multiple geographies.
- Proven ability to scale global customer success programs and deliver measurable outcomes.
- Strong business acumen with the ability to solution quickly and effectively.
- Results-oriented and data-driven, with experience building and leveraging dashboards and KPIs.
- Skilled at workflow/process optimization and leveraging technology to drive efficiency.
- Experience in change management and influencing senior stakeholders across functions.
- Excellent oral and written communication skills, able to translate complex ideas for diverse audiences.
- Passion for innovating scaled customer engagement models that drive adoption, health, and retention.

Suggested Skills

- Global Program Management
- Vendor Strategy and Management
- Customer Success Leadership
- Data-Driven Decision Making
- Workflow & Process Optimization
- Cross-Functional Influence

Additional Information

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