Customer Success Manager, Mid-Market

Customer Success Manager, Mid-MarketSalt Lake CityWork Mode: Hybrid 3 days per week in our Salt Lake City officeDepartment: Customer ExperienceAbout the CompanyLearnUpon partners with over 1,600 organizations globally to unlock the potential of employees, customers & members through learning that's easy, scalable and focused on results.About the TeamThe 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 OpportunityThe 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 LearnUponDevelop a deep understanding of customer objectives and align LearnUpon solutions to clear, trackable success metricsLead structured success planning and ongoing engagement, including business reviews and outcome-focused conversationsEnsure customers are positioned for successful renewals and expansion through consistent value demonstration and proactive planningAct as a trusted advisor, using curiosity and insight to guide customers toward improved outcomes and navigate changeIdentify expansion opportunities based on customer outcomes and usage to support growth conversationsCollaborate cross-functionally with Implementation, Support, and Solutions teams to deliver a seamless customer experienceMaintain strong operational discipline, including account insights, prioritization, and contributing to initiatives that improve team performance and customer outcomesSkills & ExperienceMust-Haves2–4 years experience in Customer Success, Account Management, or a consultative customer-facing role within SaaSProven success managing and growing relationships with Enterprise or high-value customers, with a track record of driving retention and expansion through strong customer outcomesA consultative, value-led mindset, leading with curiosity, ownership, and a focus on helping customers achieve meaningful resultsCommercial awareness, with confidence supporting renewal and expansion conversations as a natural extension of value deliveredStrong communication and presentation skills, with the ability to engage and influence a range of stakeholdersAbility to manage competing priorities across a portfolio of customersSound judgment and problem-solving ability in complex or ambiguous situationsWillingness to travel periodically for customer onsite visits and conferences based on business needsNice-to-HavesExperience in eLearning, EdTech, or Learning Management SystemsFamiliarity with APIs, integrations, or Single Sign-On (SSO)Experience working cross-functionally in a scaled SaaS environment*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 ProcessQualified 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.LearnUpon is an Equal Opportunities EmployerWe 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.