Customer Success Manager - Learning (Mid-Market)

$67,000 - $97,000/Yr

LinkedIn - Chicago, IL

Full-time - Mid Level

Remote - Chicago, IL

About the position

The Customer Success Manager (CSM) at LinkedIn plays a crucial role in helping customers maximize the value of LinkedIn Learning. This position involves working closely with customers throughout their journey, providing consultancy on best practices for integrating LinkedIn Learning into their Learning & Development strategies. The CSM also serves as the voice of the customer within LinkedIn, ensuring that customer feedback informs product development.

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 (ie. 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.

Requirements

• 1+ years of experience in any of the following: Customer Success, Account Management/Sales, Consulting, Product Training and Enablement, Project Management, or Change Management or 2+ yrs customer service experience at LinkedIn.
• Bachelor's degree or equivalent practical experience.

Nice-to-haves

• Recruiting or other applicable talent experience, or learning, e-Learning, Organizational L&D, Software pre-sales and/or sales effectiveness experience.
• Developing interpersonal skills, demonstrated by the ability to build authentic business relationships and effectively manage relational challenges.
• Developing organization, project management, and time management skills.
• Fundamental verbal and written communication skills, including experience in presenting to both small and large remote audiences.
• Ability to prioritize workflow across a large client base.
• Developing understanding of Sales concepts and Software as a Service.
• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value.
• Acts as a team player with both internal and client teams.
• Experience with Microsoft Office capabilities: Excel, Word, Outlook, and PowerPoint.

Benefits

• Annual performance bonus
• Stock options
• Health insurance
• Dental insurance
• Vision insurance
• 401(k) plan with matching contributions
• Paid time off
• Flexible work hours
• Professional development opportunities