Customer Success Manager, Mid-Market

About the role

Work Mode: Hybrid 3 days per week in our Salt Lake City office

Department: Customer Experience

About the Opportunity

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.

In addition, you'll be responsible for

• 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

Must-Haves

• 2-4 years experience in Customer Success, Account Management, or a consultative customer-facing role within SaaS
• 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
• A consultative, value-led mindset, leading with curiosity, ownership, and a focus on helping customers achieve meaningful results
• Commercial awareness, with confidence supporting renewal and expansion conversations as a natural extension of value delivered
• Strong communication and presentation skills, with the ability to engage and influence a range of stakeholders
• Ability to manage competing priorities across a portfolio of customers
• 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

Nice-to-Haves

• Experience in eLearning, EdTech, or Learning Management Systems
• Familiarity with APIs, integrations, or Single Sign-On (SSO)
• Experience working cross-functionally in a scaled SaaS environment

Additional information

*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.

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.

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.