Customer Success Manager (Mid-Market)

• The Customer Success Manager is responsible for managing a portfolio of high-value customers, ensuring they achieve meaningful outcomes and realize long-term value through LearnUpon
• This role combines consultative engagement, structured success planning, and commercial awareness
• You will act as a trusted advisor, leading with curiosity, aligning to customer objectives, and guiding them toward sustained success while identifying opportunities to expand value
• This role is focused on delivering strong outcomes and retention, owning renewal readiness, and expansion opportunities
• Own a portfolio of customers, ensuring they achieve defined business outcomes and realize measurable value through LearnUpon
• Develop a deep understanding of customer objectives and align LearnUpon solutions to clear, trackable success metrics
• Lead structured success planning and ongoing engagement, including business reviews and outcome-focused conversations
• Ensure customers are positioned for successful renewals and expansion through consistent value demonstration and proactive planning
• Act as a trusted advisor, using curiosity and insight to guide customers toward improved outcomes and navigate change
• Identify expansion opportunities based on customer outcomes and usage to support growth conversations
• Collaborate cross-functionally with Implementation, Support, and Solutions teams to deliver a seamless customer experience
• Maintain strong operational discipline, including account insights, prioritization, and contributing to initiatives that improve team performance and customer outcomes

Benefits

• Work in a fun and supportive environment with regular team events
• Excellent career progression – take LearnUpon where you think it can go
• Structured learning environment
• Employer Contributed Pension
• Private health insurance
• 25 days annual leave + 1 annual company wellness day off
• Flexible Working Arrangements

• Proven success managing and growing relationships with Enterprise or high-value customers, with a track record of driving retention and expansion through strong customer outcomes
• Commercial awareness, with confidence supporting renewal and expansion conversations as a natural extension of value delivered
• Ability to manage competing priorities across a portfolio of customers
• *If you don’t tick every box but believe this role is a mutually good fit, please don’t hesitate to apply. We’d love to hear from you
• A consultative, value-led mindset, leading with curiosity, ownership, and a focus on helping customers achieve meaningful results
• Sound judgment and problem-solving ability in complex or ambiguous situations
• Willingness to travel periodically for customer onsite visits and conferences based on business needs
• 2–4 years experience in Customer Success, Account Management, or a consultative customer-facing role within SaaS
• Strong communication and presentation skills, with the ability to engage and influence a range of stakeholders
• Experience working cross-functionally in a scaled SaaS environment
• Familiarity with APIs, integrations, or Single Sign-On (SSO)
• Experience in eLearning, EdTech, or Learning Management Systems

• 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