Customer Success Manager, Mid-Market

Work Mode:Hybrid 3 days per week in our Dublin office

Department:Customer Experience

Learn Upon 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.

Read more about life at Learn Upon here.

The Learn Upon 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.

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 Learn Upon. 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 Learn Upon
• Develop a deep understanding of customer objectives and align Learn Upon 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

• 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

• Experience in eLearning, EdTech, or Learning Management…