Senior Manager, Customer Success

Salt Lake City. Posted 22 days ago

The role

You will lead and empower a team of Customer Success Managers in the Mid-Market segment. You will drive business results, maximize Gross Revenue Retention and Net Revenue Retention, and ensure customers realize ROI from the platform.

What you will do

Own GRR and NRR targets across your portfolio
Standardize frameworks to prove platform value realization
Partner with Sales to identify, qualify, and co-execute expansion paths
Maintain weekly and quarterly forecasts for renewals, churn risk, and expansion pipeline
Join business reviews, renewal negotiations, and escalations to coach CSMs
Establish early-warning health triggers and turnaround playbooks
Ensure strict data hygiene across CX tools
Scale and mentor a high-performing team
Partner with Sales, Marketing, Support, and Product to optimize handoffs

Required qualifications

5+ years in SaaS Customer Success/Experience roles
3+ years directly managing IC teams
Proven Commercial & Retention Track Record owning GRR/NRR targets
Track record of partnering with Sales to build joint account strategies
Mastery of value realization storytelling, executive alignment, and complex renewal negotiations
Direct experience joining calls, de-escalating tough accounts, and coaching CSMs live
Hands-on experience using CS platforms and CRMs (Salesforce, Planhat, Gong)

Nice to have

Experience using AI tools to streamline tasks and improve efficiencies

Benefits

Comprehensive rewards
Generous time off
Meaningful investment in your 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 CRO
LearnUpon utilises AI to enhance the speed and quality of screening and assessment practices

About the company

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