Senior Customer Success Manager – Learning (global Customers)

Senior Customer Success Manager – Learning (Global Customers)

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 will be based in San Francisco, Chicago or New York.

The Senior Customer Success Manager (CSM) partners closely with their assigned sales partners to ensure LinkedIn Customers achieve a significant return on investment (ROI) and drive business success with their LinkedIn investment.

As a Sr. CSM you will be tasked with:

• Serving as a Customer champion and advocate
• Helping Customers realize value from their investment
• Partnering on customer retention and expansion

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

Responsibilities Include:

• Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed upon operational priorities, leading to full business value.
• Utilize client usage and industry metrics to derive insights and use these to drive greater customer engagement and adoption.
• Agree on business objectives and goals with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews.
• Develop new and innovative ways to share relevant data and insights that are impactful to customers and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews.
• Analyze current customer engagement metrics and leverage the Learning Center to provide new and ongoing product education options.
• Track and record customer activity in a timely manner in systems of record, i.e., Dynamics.
• Identify churn risk and maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success.
• Maintain a deep understanding of LinkedIn products to effectively guide customers on best practice.
• Interpret customer insights to drive change in product and act as voice of customer to LinkedIn Product teams.
• Expedite technical and purchase-related escalations.
• Advance personal journey with Diversity, Inclusion, and Belonging as this is a top priority for LinkedIn and many of its customers.
• Partner with sales counterparts on prioritized customers to drive overall customer adoption, enhance customer success, and mitigate customer churn risk.
• Up to 15% 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.

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:

• Experience in recruiting, applicable talent experience, learning, e-Learning, Organizational L&D, sales, account management, product enablement, and/or sales effectiveness.
• 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

Suggested Skills:

• Stakeholder Management
• Analyzing Data
• Storytelling with Data

LinkedIn is committed to fair and equitable compensation practices.

The pay range for this role is $93,000-$150,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.

The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans.