Customer Success Manager - Learning (mid - market)

Customer Success Manager - Learning (Mid-Market)

This role will be based in Chicago or SF.

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.

The Customer Success Manager (CSM) works with our customers to help them maximize the value from LinkedIn products, 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 products into their strategy. You will also act as the voice of the customer to our internal teams to ensure customer ideas and feedback are part of our ongoing development strategy for the product.

Responsibilities:

• Commitment to personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers.
• Partner with teams (i.e. sales, implementation, insights, etc.) on prioritized customers to drive overall customer adoption, enhance customer success, mitigate customer churn risk, and return on investment (ROI).
• Execute leading practice recommendations based on methodology leading practices to book of business to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value and agreed success criteria.
• Build an understanding of LinkedIn products and industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs.
• Help identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
• Sharing customer insights to drive different product adoption behaviors.
• Track and document customer activity via system tools, ie. Dynamics.
• Encourage customers to utilize appropriate LinkedIn scaled resources to increase their utilization per methodologies.
• Minimum travel may be required.
• While this role does not own quota associated with renewal or growth, you are accountable for the success of the partnership as measured through depth, frequency and quality of executive engagements, delivery of ROI as validated by the customer, and growth opportunities identified.