About this role
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.
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
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