Customer Success Manager, Essential

Work Mode: Hybrid 1 days per week in our Philadelphia office

Department:Customer Experience

About the Company

LearnUpon partners with over 1600 organizations globally to unlock the potential of employees customers & members through learning thats easy scalable and focused on results.

Read more about life at LearnUpon here.

About the Team

The LearnUpon Customer Success team is a global group operating within a collaborative supportive environment where collective accomplishments are celebrated. Members of this team take deep ownership of their portfolios across the US EMEA and APAC regions acting as trusted advisors to ensure clients achieve meaningful business outcomes. With a sharp focus on protecting and growing revenue they proactively secure customer retention and unlock strategic expansion opportunities by consistently demonstrating ROI and leveraging data-driven health insights. Additionally they work cross-functionally across multiple time zones partnering closely with internal Product and Sales teams to advocate for client needs and directly influence the product roadmap.

About the Opportunity

The Customer Success Manager Essentials manages a broad portfolio of customers ensuring they achieve meaningful outcomes and ongoing value through role is focused on scale consistency and execution combining digital engagement structured success programs and proactive outreach to support customers efficiently. You will leverage tools data and defined processes to guide customers toward success across a large book of are accountable for customer outcomes retention and expansion support ensuring customers are positioned for renewal through timely engagement clear value communication and effective prioritization.

In addition youll be responsible for:

• Manage a large portfolio of customers through scalable one-to-many engagement ensuring they achieve defined outcomes and realize value
• Execute digital success programs including automated journeys campaigns and targeted outreach across customer segments
• Use data and customer signals to prioritize engagement identify risk and trigger the right actions at scale
• Deliver timely high-quality support through efficient structured interactions and self-service enablement
• Position customers for renewals and expansion through consistent programmatic value communication stepping in 1:1 when risk or opportunity requires deeper ownership
• Identify opportunities to expand usage and value across segments supporting growth through data-driven success motions
• Transition from scaled to targeted 1:1 engagement when needed to secure outcomes particularly in renewal and high-impact scenarios
• Prepare content and host office hours / webinars that educates users at scale on how to fully utilise the platform
• Collaborate cross-functionally to deliver a consistent and scalable customer experience
• Maintain strong operational discipline including data accuracy activity tracking and adherence to defined processes

Skills & Experience

Must-Haves

• 13 years experience in SaaS consulting operations or an equivalent field
• Proven ability to manage a high volume of customer interactions while maintaining quality and consistency
• Strong execution mindset with the ability to follow and improve structured processes
• Comfort working in a data-driven high-volume environment prioritizing effectively across a large portfolio
• Customer-first mindset with a focus on delivering value and positive outcomes
• Strong communication skills and attention to detail
• Curiosity and a willingness to learn new tools technologies and approaches with a genuine enthusiasm for AI and a habit of experimenting with new tools staying on top of emerging developments and finding practical ways to amplify impact.

Nice-to-Haves

• Experience in eLearning EdTech or Learning Management Systems
• Familiarity with customer success platforms such as Planhat
• Experience working cross-functionally in a SaaS environment

*If you dont tick every box but believe this role is a mutually good fit please dont hesitate to apply. Wed love to hear from you.

Why choose LearnUpon

From comprehensive rewards and generous time off to meaningful investment in your growth and development LearnUpon gives you the support trust and opportunity to do the most impactful work of your career.

Learn more here.

Hiring Process

• Qualified applicants may be invited to an initial screening call with a member of our TA Team.
• Successful candidates will be invited to a series of practical interviews.
• Finally candidates will have an interview with our COO.
• Successful candidates will be contacted with an offer to join our team.

Note: At LearnUpon we utilize AI to enhance the speed and quality of our screening and assessment practices but our hiring decisions are always human.

If you need any accommodations during the hiring process please reach out to us at .

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.

Check out our Careers site and Instagram to learn more about working at LearnUpon.

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