Senior Customer Success Manager - Learning

Job description

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.
This role will be based in London.
The Senior Customer Success Manager (CSM) is a strategic advisor and AI-savvy partner to our customers, helping them unlock measurable value from LinkedIn Learning Solutions. This role blends customer advocacy, data-driven insights, consultancy and change management to drive adoption, retention, and growth.  
As a 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  

• Acting as a consultant across the customer lifecycle to embed Learning into their L&D & Talent Management Strategy

The CSM will partner with various stakeholders within assigned customers to ensure effective user and product onboarding, adoption and engagement on LinkedIn Learning products and solutions.  
Responsibilities:  
Drive Customer Success & Retention  

• Partner with sales counterparts to ensure adoption, mitigate churn risk, and deliver measurable ROI through success plans and regular value reviews.  

• Navigate enterprise and large enterprise procurement cycles and multi‑stakeholder governance.

Act as a Strategic Advisor  

• Build trusted relationships with customer stakeholders, align on business objectives, and guide them to achieve organisational & operational priorities and full product value.  

Deliver Insights & Best Practices  

• Share impactful data and recommendations, provide ongoing consultation and best‑practice recommendations aligned to agreed success criteria.

• Maintain a deep understanding of LinkedIn products to guide customers on best practice.

• Drive adoption across distributed organisations (departments, agencies etc) with outcome‑based success plans.

• Tailor enablement and content strategies to organisational priorities (workforce skills, digital skills, internal mobility, digital transformation, efficiency, EDI etc).

Champion AI-Powered Enablement  

• Guide customers through utilising AI‑driven features like content recommendations, skills mapping (Career Hub & Talent Architecture) and personalised enablement to accelerate LinkedIn Learning adoption, demonstrate impact, and support equitable workforce & talent development and retention.

Monitor & Optimize Engagement  

• Analyse usage metrics, identify low utilization, and implement strategies to boost adoption and customer success.  

Collaborate Cross-Functionally  

• Partner with internal teams (e.g., Account Directors, Global Services, Product) to deliver a unified customer experience and influence product improvements.  

Drive Measurable Outcomes  

• Manage and execute projects to drive adoption of new product capabilities with customers.

20% travel required to meet customers.

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  

• Experience in learning, e‑learning, organisational L&D or other applicable talent experience  

• Business Fluency in English 

  
Preferred Qualifications:  

• 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  

• Communication   

• Stakeholder Management    

• Change Management

• Data Driven 

Additional Information
Global Data Privacy Notice and Compliance Posters for Job Candidates
Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: https://www.linkedin.com/legal/candidate-portal.

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

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