Sr Director, Scaled Success & Programs

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.

Job Description

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

At LinkedIn, we assist our customers in optimizing Talent and Sales Solutions to meet their objectives, driving renewals and long-term success. For LinkedIn Premium members, we help facilitate connections to economic opportunities and sustained growth. 

Scaled Solutions, a division of LinkedIn's Members and Customer Success organization, focuses on delivering scalable customer success and value through digital-first, self-serve, and one-to-many approaches. Our mission is to provide customers with delightful experiences, ensuring their success during pivotal moments in their journey. As Senior Director, Scaled Solutions, you will be responsible for shaping the vision and strategy for integrated, seamless customer engagement across digital touchpoints—including in-product experiences, marketing campaigns, learning tools, support interactions, and community-building efforts. Collaboration with Product teams to enhance AI-driven self-service capabilities and with Marketing teams to implement data-driven campaigns will be key to improving engagement and effectiveness. 

This role acts as a catalyst for aligning cross-functional efforts, ensuring an efficient and top-tier digital customer experience. You'll oversee customer health metrics for long-tail and tech-touch clients, with a focus on increasing renewal and retention rates. 

The ideal candidate will bring proven leadership in digital customer experience, with a focus on achieving measurable outcomes such as adoption, engagement, and renewals. You should have a passion for designing scalable processes that address diverse global markets, combined with a customer-centric mindset and strong business acumen. Knowledge of industry trends, particularly in AI and customer success strategies, is essential. This role reports to the Vice President of Scaled Solutions. 

Responsibilities 

• Drives the vision and strategic plan for integrated and best-in class digital experiences throughout customer journey across B2B products and member subscribers.  

• Act as a catalyst and build alignment with Products and Marketing for self-service moments ensuring best in class customer experience and measurable success 

• Drives customer success through onboarding, activation, adoption and value outcomes through scaled programs, community programs and one to many approaches  

• Coaches and develops directs toward delivering on KPIs in team development, onboarding, product adoption, education, project management, customer satisfaction and value engineering  

• Engages and stays abreast of industry trends to strategically plan, adapt, and shift the vision and direction of the Scaled Solutions Programs 

• Collaborates and partner with SMB sales and channels to ensure actions and coordination for desired business outcomes 

• Drives accountability of operating metrics, customer experience at scale, systems design and project management, strategic program management, organizational design, customer success methodology process and rules of engagement oversight 

• Inspire the team to do their best work 

• Leads compassionately, focuses on coaching and developing team members and fosters an environment where the team wins and has fun 

• Champions diversity, inclusion and belonging and models the way for other leaders with creating an inclusive environment 

Qualifications

Basic Qualifications: 

• 10+ years full time professional work experience in customer facing (or enabling) roles. 

• 5+ years in people management and ideally distributed Customer Success teams, Digital Customer Experiences, Marketing or Pre-Sales teams.  

  Preferred Qualifications:

• 10+ y