Senior Customer Success Manager, Learning Solutions

Workplace

• The role is hybrid, performed from home and a LinkedIn office on selected days based on business needs.

Role Overview

Onboarding

• Partner with sales to introduce assigned accounts and establish senior customer relationships.
• Create implementation plans defining goals, success measures, and adoption strategies.
• Provide education advisory plans and promote the self-service Customer Learning Center.
• Develop and execute Success Plans with shared goals and performance metrics.

Nurture

• Act as a trusted advisor to customer stakeholders and executive sponsors to drive product adoption.
• Develop territory plans to identify churn risks and growth opportunities.
• Analyse account usage metrics and create strategies to increase engagement.
• Maintain product and industry knowledge to guide change management and relevant feature adoption.
• Develop education plans and provide scaled resources to customers with low usage.
• Partner with cross-functional teams to optimise customer solutions and product value.
• Lead Success Reviews and document account communications accurately and promptly.
• Escalate issues appropriately to internal departments and management.

Renewal and Upsell

• Support assigned accounts through customer product mix changes.
• Mitigate churn by creating custom plans for at-risk accounts.
• Co-lead Value Reviews with sales and navigate challenging senior stakeholders.
• Build new relationships and increase customer accountability for achieving goals.

Basic Qualifications

• At least 6 years of experience in Customer Success, Learning & Development, Product Adoption, Change Management, Account Management, Customer Training, or Business Transformation.

Preferred Qualifications

• Bachelor's degree or equivalent practical experience.
• Experience in learning, e-learning, or organisational L&D.
• Understanding of basic corporate-sector sales concepts.
• Strong organisational, project management, time management, presentation, communication, consulting, discovery, and listening skills.
• Proficiency with CRM platforms such as Salesforce or Dynamics and Microsoft Office.

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