Director, Enterprise Customer Success

Philadelphia, PA - USA

Monthly Salary: Not Disclosed

Posted on: 5 days ago

Vacancies: 1 Vacancy

Job Summary

LearnUpon is looking for a Director of Enterprise Customer Success to join our team in Pennsylvania. This is a hybrid role working one or more days per week from LearnUpons Philadelphia City office.

LearnUpon LMS helps organizations train their employees partners and customers. Businesses can manage track and achieve their unique learning goals all through a single powerful solution.

With offices in Dublin (our HQ) Belgrade Philadelphia Salt Lake City London 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.

The Customer Success (CS) organization at LearnUpon is evolving to drive global scale predictability and long-term customer value.

The Director Enterprise Customer Success owns the retention renewal readiness and long-term value realization of LearnUpons Enterprise customer segment. This leader is responsible for operating a predictable scalable and commercially aligned Enterprise CX model that delivers measurable business outcomes for customers and strong Gross and Net Revenue Retention for LearnUpon. This role oversees leaders and individual contributors across Enterprise Customer Success Implementation and Solutions Architecture and serves as a key partner to Sales Product Finance and Operations.

What will I be doing

Own the Enterprise CS operating model engagement frameworks and playbooks to ensure scalable high-impact customer journeys.
Drive Gross and Net Revenue Retention through proactive risk management and accurate renewal forecasting.
Design onboarding and success motions that accelerate time-to-value and demonstrate measurable ROI for complex accounts.
Collaborate with Sales to identify and secure expansion opportunities grounded in proven customer success.
Recruit mentor and scale a high-performing team fostering commercial acumen and operational excellence.
Partner with CS Ops to define capacity models account ratios and the tooling required for Enterprise scale.
Define and monitor key Enterprise KPIs to optimize team performance and identify trends in customer health.
Serve as the Voice of the Enterprise Customer to internal Product and R&D teams to influence the roadmap.
Act as the lead executive point of contact for high-stakes customer situations and resolution strategies.
Navigate ambiguity with decisive judgment balancing empathy with high accountability to drive organizational clarity.

What skills do I need

5 years leading Customer Success Professional Services or Implementation teams in a SaaS environment.
Proven experience owning or materially influencing retention renewals and commercial outcomes.
Experience leading managers and multi-layered organizations.
Strong business and financial acumen with comfort operating against retention and renewal targets.
Leadership presence and confidence engaging with C-suite stakeholders.
Demonstrated ability to lead teams through change and scale.
Experience operating across multiple regions and time zones.
Proficiency with CRM and CS platforms (e.g. Salesforce Planhat Gainsight etc.)

Not required but considered a big plus

Experience in learning edtech or LMS platforms
Experience building or evolving enterprise-scale CX operating models

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 annual leave 1 annual company wellness day off.
Work in a fun and supportive environment with regular team events.
Structured learning and development opportunities

What is the Hiring Process

Our typical process generally works as follows:

Qualified applicants will be invited to schedule a screening call.
Successful candidates will then be invited to a series of practical interviews.
Finally candidates will have a short interview with a member of our C-Suite Team.
The successful candidate will be contacted with an offer to join our team.

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.

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Required Experience:

Director

LearnUpon is looking for a Director of Enterprise Customer Success to join our team in Pennsylvania. This is a hybrid role working one or more days per week from LearnUpons Philadelphia City office.LearnUpon LMS helps organizations train their employees partners and customers. Businesses can manage ...