Customer Success Manager – Learning
Join us to transform the way the world works.
Job Description
This role will be based in Chicago.
At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.
As part of LinkedIn’s Learning Solutions team, the 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.
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 return on investment (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
- Identify 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 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-line presentations, webinars, and workshops.
- Perform other duties as may be assigned.
- Minimum travel may be required when travel guidelines safely allow for in-person visits, depending on location and territory
- 3+ 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, or Organizational L&D
- Fundamental interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges
- Fundamental 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
- Strong verbal and written communication skills, including expertise in presenting to both small and large audiences
- Fundamental understanding of Sales concepts and Software as a Service
- Bachelor's degree or equivalent practical experience
- Customer Success
- Project Management
- Interpersonal Skills
- Analyzing data and trends
The pay range for this role is $77,000 to $111,000. 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. For more information, visit https://careers.linkedin.com/benefits.
Additional Information
Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.
Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.
Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.
LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.
If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation.
Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:
- Documents in alternate formats or read aloud to you
- Having interviews in an accessible location
- Being accompanied by a service dog
- Having a sign language interpreter present for the interview
LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.
San Francisco Fair Chance Ordinance
Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.
Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
Global Data Privacy Notice for Job Candidates
Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.
Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: https://lnkd.in/equalemploymentopportunity2017. Please reference http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf and https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.
LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to accommodations@linkedin.com. This email box is designed to assist disabled job seekers who seek a reasonable accommodation to the application process. Emails sent for non-disability related issues, such as following up on an application, will not receive a response.
In your email, please include the following: (1) confirm you have a disability; (2) identify the disability-related limitation that needs to be accommodated, and (3) if known, describe the specific accommodation requested for the disability-related limitation. A response to your request may take up to three business days.
LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.
Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.
Global Data Privacy Notice for Job Candidates
This document provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://lnkd.in/GlobalDataPrivacyNotice