Senior Customer Success Manager - Learning

London, United Kingdom · Hybrid · Full-time

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About the role

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EmployerLinkedin
LocationLondon, United Kingdom
Work styleHybrid
Employment typeFull-time
Employer posted2 days ago

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

Show full description

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

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.

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