Sr Program Manager - Scaled Success, Field Strategy

Company Description

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

This Role will be based in San Francisco, New York, or Sunnyvale.

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 days, as determined by the business needs of the team.

Job Description

LinkedIn is looking for a Program Manager to support the ongoing evolution of our Digital Customer Success strategies. This role is responsible for creating new programs and evolving existing ones to 1) drive customer adoption and health at scale in partnership with Field and CS teams, and 2) ensure that Field Sales teams and Customer Service reps are fully informed on and empowered by our Digital Customer Success work. 

The successful candidate will be a natural relationship builder with great communication skills and will be effective in working cross-functionally to shape and deliver projects or programs globally across multiple stakeholder groups. This role will partner internally with cross-functional teams, especially Field Sales, Customer Service and Marketing, as well as colleagues in Digital Customer Success. Successful candidates are also self-motivated and comfortable working autonomously. They will design the portfolio of programs needed to achieve shared stakeholder goals.   

Key Responsibilities:

• Develop and execute internally focused programs for Field sales and Customer Service reps, designed to maximize those teams’ ability to leverage existing digital customer success work. 

• Set clear program goals in alignment with stakeholders and build measurement strategies for the work.

• Track key success metrics (e.g., Field and CS engagement and adoption, as well as downstream business metrics such as customer adoption, customer health, churn rate) and adjust strategies based on insights.

• Build and test scalable, automated engagement workflows to inform and empower Field sales and Customer Service reps on digital customer success work.

• Leverage customer data and behavioral analytics to identify key churn indicators and adjust program portfolio to continuously maximize customer retention.

• Build channels for Field and CS feedback and adjust program portfolio as needed.

• Stay up-to-date on the latest trends in customer success, product-led growth, and digital engagement strategies.

Qualifications

Required Skills & Experience:

• 5+ years of experience in lifecycle marketing, product-led growth, growth marketing, or a related field.

• Proven track record of using digital engagement strategies to improve customer retention.

• Analytical skills and experience with data-driven decision-making.

• Communication and collaboration skills with the ability to work cross-functionally.

Preferred Qualifications:

• Experience with customer engagement tools (e.g., HubSpot, Gainsight, Intercom, ChurnZero, Braze, or similar).

• Experience working in a SaaS or subscription-based business model.

• Knowledge of SQL or basic data querying for customer insights.

• Familiarity with AI-driven personalization and automation techniques.

• Experience in UX writing or crafting compelling customer communication.

• Experience executing programs on a global scale    

Suggested Skills:  

• Project Management 

• Stakeholder Management 

• Data Analysis 

• Customer Enablement 

• Digital Customer Success

LinkedIn is committed to fair and equitable compensation practices.   

The pay range for this role is $112,000 - $182,000. 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 p