Senior Customer Success Manager-Learning

LinkedIn; City Of London; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

A leading professional networking company is seeking a Senior Customer Success Manager to drive customer engagement and adoption of LinkedIn Learning Solutions. The role involves working closely with sales partners and managing customer relationships to ensure successful implementation. Ideal candidates should have over 5 years of related experience and exceptional interpersonal skills. This position offers a hybrid work environment based in London.

Benefits

Flexible work hours

Professional development opportunities

Health insurance and wellness programs

Qualifications

• 5+ years in Customer Success, Account Management, or related fields.
• Experience analyzing data to identify product opportunities.
• Ability to manage high-revenue client accounts.

Responsibilities

• Serve as a Customer Champion and Advocate.
• Provide ongoing consultation to drive product adoption.
• Manage and execute projects for new product adoption.

Skills

Customer Success

Account Management

Project Management

Change Management

Analytical Skills

Education

Bachelor's degree or equivalent practical experience

Tools

Dynamics

Gainsight

Gong

Job description

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 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.

Senior Customer Success Manager – Learning

The Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a return on investment and drive successful adoption and engagement with their LinkedIn Learning Solutions investment. As a CSM you will be tasked with:

• Serving as a Customer Champion and Advocate
• Helping Customers realize value from their investment
• Manage a book of business by prioritizing and delivering on key customer lifecycle events

The CSM will partner with various stakeholders within assigned customers, to ensure effective user and product onboarding and engagement on LinkedIn Learning products and solutions.

Responsibilities

• Commitment to personal journey with Diversity, Inclusion, and Belonging as this is atop priority for LinkedIn and many of its customers.
• Partner with teams and execute solutions (sales, implementation, insights, etc.) to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and return on investment (ROI).
• Act as a trusted advisor and provide ongoing consultation and leading practice recommendations to the book of business and their management to drive product adoption and help ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria.
• Develops and helps customer drive change management principles and processes to support organizations transitioning to new processes, tools, or initiatives related to LinkedIn products and solutions.
• Lead and maintain deep understanding of LinkedIn products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.
• Identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
• Interpret and analyze customer insights to drive behavior change in product and act as voice of customer to continuously improve our product, systems, and resources.
• Align on customer’s business objectives and goals to build measurable success plan and set a cadence of communication to deliver ROI and operational reviews.
• Share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders as well as Value Reviews.
• Provide best practices to help drive user behavior and product adoption, and map solutions to existing customer workflows.
• Manage and execute projects geared to drive adoption of new products and services with customers.
• Track and document customer activity via system tools, i.e., Dynamics, Gainsight & Gong
• Encourage customers to utilize appropriate LinkedIn resources to increase their utilization on the LinkedIn platform.
• Travel may be required.

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

Preferred Qualifications:

• Applicable talent experience, or Learning, e-Learning, Organizational L&D, Human Capital Management, Software pre-sales and/or sales effectiveness experience
• Proficient interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges
• Proficient organization, project management, and time management skills
• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value
• Proficient verbal and written communication skills, including expertise in presenting to both small and large remote audiences
• Proficient understanding of Sales concepts and Software as a Service
• Experience partnering with Director+ stakeholders
• Experience managing client accounts with high revenue impact
• Bachelor's degree or equivalent practical experience

Additional Information

Suggested skills

• L&D Learning
• Communication
• Stakeholder Management
• Data Driven

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