Customer Success Manager, Mid-Market

The role

The Customer Success Manager manages a portfolio of high-value customers to ensure they achieve business outcomes and realize value through LearnUpon. This role involves consultative engagement, success planning, and identifying expansion and renewal opportunities.

What you will do

• Own a portfolio of customers to ensure they achieve business outcomes and measurable value
• Develop understanding of customer objectives and align solutions to success metrics
• Lead structured success planning and ongoing engagement including business reviews
• Ensure customers are positioned for successful renewals and expansion
• Act as a trusted advisor to guide customers toward improved outcomes
• Identify expansion opportunities based on customer outcomes and usage
• Collaborate cross-functionally with Implementation, Support, and Solutions teams
• Maintain operational discipline including account insights and prioritization

Required qualifications

• 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
• Track record of driving retention and expansion through strong customer outcomes
• A consultative, value-led mindset
• Commercial awareness for supporting renewal and expansion conversations
• Strong communication and presentation skills
• 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

Nice to have

• 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

Benefits

• Comprehensive rewards
• Generous time off
• Investment in growth and development

Before you apply

• Qualified applicants may be invited to an initial screening call
• Successful candidates will be invited to a series of practical interviews
• Final candidates will have an interview with our COO

About the company

LearnUpon partners with over 1,600 organizations globally to unlock the potential of employees, customers and members through learning.