Director, Customer Success

Salt Lake, UT - USA

Monthly Salary: Not Disclosed

Posted on: 21 days ago

Vacancies: 1 Vacancy

Job Summary

LearnUpon is seeking a Director Customer Success to join our team. This is a hybrid role working three days per week from LearnUpons Salt Lake City office.

With offices in Dublin (our HQ) Salt Lake City Philadelphia Belgrade and Sydney we are a global team with lots of diverse cultures backgrounds and experiences that puts our customers experience at the heart of everything we do. Our culture fosters an open collaborative and supportive environment where our accomplishments are celebrated and encouraged. Were always striving for the best solution (not the easy one). Were proud of our success and were humble and hungry to achieve more.

We are looking for a highly motivated and results-oriented Director of Customer Success to lead our Customer Success team and drive exceptional value for our clients. This is a critical leadership role for a fast-paced evolving SaaS company requiring a strategic leader with a proven track record of improving Gross Revenue Retention (GRR) and accelerating Net Revenue Retention (NRR). You will be responsible for defining and executing the Customer Success strategy ensuring high standards across all team operations and championing a culture focused on customer outcomes and revenue growth.

What will I be doing

Youll lead a key segment of the Customer Success organization to deliver measurable customer and business outcomes ensuring your team executes with excellence consistency and urgency. Youll focus on driving renewals expansion and customer value across your segment empowering your CSMs to perform at a high level and embody LearnUpons customer-first culture.

Lead & Inspire: Build coach and develop a high-performing Customer Success team that consistently delivers results and embodies accountability collaboration and action bias
Operational Excellence: Ensure playbooks for onboarding value realization expansion and renewal are executed with precision. Standardize processes and maintain clear visibility into performance metrics forecasts and pipeline health
Customer Outcomes: Drive adoption retention and growth across the customer base. Contain escalations swiftly ensuring customer trust and partnership remain strong
Cross-Functional Partnership: Collaborate with Sales Support Implementation Finance and Product to deliver a seamless end-to-end customer experience
Performance Management: Track team and customer performance against KPIs (GRR NRR retention expansion). Identify opportunities for improvement and implement data-driven actions
Leadership & Strategy: Partner with senior CX leadership to shape team structure hiring plans and go-to-market alignment. Champion innovation and continuous improvement in how LearnUpon drives customer value

What skills do I need

Proven success leading high-performing Customer Success teams within a SaaS organization
Strong people leader who builds accountable motivated teams and manages performance with clarity and empathy
Demonstrated experience driving retention expansion and renewal outcomes with commercial ownership
Executive presence and confidence engaging senior stakeholders and navigating complex customer relationships
Operationally minded with excellent judgment prioritization and problem-solving skills
Clear persuasive communicator with strong presentation and influence across functions
Skilled in using CRM and success platforms (e.g. Salesforce Planhat Totango) to manage performance and insights
Comfortable working across global teams and time zones in a fast-paced evolving environment

Dont worry if you dont tick every box in order to apply were always happy to review applications and take all experience into consideration. We do our best to provide feedback where we can!

Why work with us

Competitive salary and company ESOP
Comprehensive private health insurance scheme and 401k
25 days PTO 1 annual company wellness day off
Work in a fun and supportive environment with regular team events
Excellent career progression - take LearnUpon where you think it can go

What is the Hiring Process

Qualified applicants will be invited to schedule a screening call
Successful candidates will then be invited to a hiring manager interview
If successful candidates will be invited to deliver a practical presentation to demonstrate their strategic and leadership qualities for this role
Lastly successful candidates will have a short interview with a member of our C-Suite

By applying for this job you agree to LearnUpons Privacy Policy. Find out more about our privacy policy here.

LearnUpon is an Equal Opportunities Employer.

We do not discriminate on the basis of gender marital status family status age disability sexual orientation race religion membership of the Traveller community or any other legally protected status.

Visit ourCareers site to find out more about working for LearnUpon and check us out on Instagram.

Required Experience:

Director

LearnUpon is seeking a Director Customer Success to join our team. This is a hybrid role working three days per week from LearnUpons Salt Lake City office.With offices in Dublin (our HQ) Salt Lake City Philadelphia Belgrade and Sydney we are a global team with lots of diverse cultures backgrounds an...