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This role can be located in New York-NY, Chicago-IL, Washington-DC, Detroit-MI, Sunnyvale - CA, or Omaha - NE, depending on where the hired candidate for the role currently resides.

As part of the LinkedIn Scaled Success team, the Senior Customer Success Manager (CSM) works with our customers to help them maximise the value from their LinkedIn Learning pilot, in other words – we help them be successful with the platform they have purchased! It’s an exciting role as you have the opportunity to work with customers through their journey and act as a consultant to share best practices for embedding LinkedIn Learning into their L&D strategy. You will also act as a voice of the customer to our internal teams to ensure customer ideas and feedback are part of our ongoing development strategy for the product. The Customer Success Manager for this role will work on pilots sold in our North American market, with occasional need to work on pilots in other regions globally. 

Core responsibilities: 

• Deliver Customer Value through ensuring our customers are successful with LinkedIn Learning in terms of adoption, usage and engagement.    

• Build relationships with customers and internal partners to ensure customers maximize the value from LinkedIn Learning   

• Develop customer ‘Success Plans’ to guide the roll out of LinkedIn Learning to utilize the product to its full capability during the pilot period, ensuring a successful handoff upon renewal   

• Provide ongoing consultation and best practice recommendations to ensure customers continue to meet agreed success criteria   

• Maintain a deep understanding of LinkedIn products and industry knowledge to effectively guide customers on best practices   

• Achieve goals related to customer license activation and learner engagement on the LinkedIn Learning platform   

• Proactively forecast churn risk & develop mitigation plans to minimize churn within your customer base   

• Provide input and ideas to internal teams to continuously improve our product, systems and resources   

• Track and record customer activity in a timely manner in systems of record (e.g., CRM system)   

• Support your colleagues and team by helping to foster a sense of inclusion and belonging and always striving to exhibit LinkedIn’s culture and values.    

Skills needed: 

• Growth mindset 

• A strong sense of urgency 

• Communication 

• Project management 

• Change management 

• Consultation 

• Presentation 

• Partnership and teamwork 

• Prioritisation and time management 

Basic qualifications: 

• 3+ years of experience in any of these areas: Customer Success, Learning & Development, Product Adoption, Change Management, Account Management, Customer Training, Business Transformation, Project Management. 

• Fluency in English 

Preferred qualifications/ experience: 

• Familiar with the learning Industry, e-learning industry, or organizational L&D  

• Experience working with large corporate enterprises from a variety of industries  

• Understanding basic sales concepts in the corporate sector  

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

• Fluency in a second language 

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