Senior Customer Success Manager - Learning (Academic)

LinkedIn • New York, NY

325d • $93,000 - $143,000 • Hybrid

About The Position

This role can be based in NYC, Chicago, Omaha, or remote. At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. This role may be remote or hybrid. At LinkedIn, hybrid roles are performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team. Remote roles are performed from the designated home work location upon time of hire, and any changes to this home work location requires a review of remote status and approval. As part of LinkedIn's Learning Solutions team, the Sr. Customer Success Manager (CSM) works with our customers to help them maximize the value from LinkedIn Learning, in other words - we help them be successful with the platform they have purchased! It is an exciting role as you have the opportunity to work with customers through every stage of their journey and act as a consultant to share best practices for embedding LinkedIn Learning into their Learning & Development (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.

Requirements

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

Nice To Haves

• Experience in learning, e-Learning, or Organizational L&D
• 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
• Influential verbal and written communication skills, including expertise in presenting to both small and large audiences
• Proficient understanding of Sales concepts and Software as a Service
• Bachelor's degree or equivalent practical experience

Responsibilities

• Advance personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers
• Partner with Sales, Onboarding Consultant, Technical Client Managers, Technical Consultants, and Solutions Engineers post-sales to implement products and solutions to ensure client is achieving optimal results and ROI
• Utilize client usage and industry metrics to derive insights and use these to drive greater customer engagement and adoption
• Track and record customer activity in a timely manner in systems of record, i.e., Dynamics
• Proactively forecast churn risk & develop mitigation plans to minimize churn within your customer base
• Provide ongoing consultation and best practice recommendations to ensure customers continue to meet agreed success criteria
• Build relationships with customers and internal partners to ensure customers maximize the value from LinkedIn Learning
• Maintain a deep understanding of LinkedIn products and be familiar with industry knowledge to effectively guide customers on best practice
• Provide input and ideas to internal teams to continuously improve our product, systems and resources
• Manage and execute projects geared to drive adoption of new products and services with customers
• Deliver on-site and on-line presentations, webinars, and workshops
• Perform other duties as may be assigned
• Up to 15% travel may be required, depending on location and territory

Benefits

• The pay range for this role is $93,000 to $143,000
• Total compensation package may include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans

What This Job Offers

• Industry: Administrative and Support Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees