Customer Success Manager, Enterprise

Work Mode: Hybrid 1+ days per week in our Philadelphia office

Department: Customer Success

Learn Upon partners with over 1,600 organisations globally to unlock the potential of employees, customers & members through learning that’s easy, scalable and focused on results.

Learn Upon helps organizations train their employees, partners, and customers through a single, powerful platform.

The focus of the Customer Success team is on delivering measurable outcomes, long-term value, and predictable retention and growth, keeping customers at the center and maintaining a high bar for quality.

In this role, you will partner with some of our highest value customers highly concentrated within our Strategic engagement model to drive adoption, deliver success, and prepare accounts for renewal and expansion, approaching each interaction with ownership, curiosity, and a focus on meaningful results.

The Customer Success Manager, Enterprise manages a smaller portfolio of complex customers, ensuring they achieve meaningful business outcomes and long-term value through Learn Upon.

This role combines strategic account leadership, consultative engagement, and commercial ownership, building multi-threaded relationships and aligning to executive priorities.

You are accountable for renewal readiness and expansion, ensuring value is demonstrated, risk is managed, and opportunities are advanced in partnership with Sales.

In addition, you’ll be responsible for:

• Own a portfolio of Enterprise customers, ensuring they achieve defined outcomes and realize measurable value
• Build deep understanding of customer strategy and priorities, aligning Learn Upon to key business initiatives
• Lead structured success planning and executive engagement, including business reviews and long-term value planning
• Establish multi-threaded relationships across stakeholders, including senior decision-makers
• Drive renewal readiness through value demonstration, risk identification, and proactive planning
• Identify and shape expansion opportunities, partnering with Sales to drive growth
• Act as a strategic advisor, guiding decisions and helping customers navigate complex change
• Coordinate cross-functional teams to deliver a seamless customer experience
• Maintain strong operational discipline, including account planning, forecasting inputs, and visibility into customer health

Must-Haves

• 5+ years experience in SaaS Customer Success, Account Management, or a related customer facing consultative and commercially focused role
• Proven success managing complex, high-value Enterprise customers with strong retention and expansion outcomes
• Strong consultative and strategic mindset, with the ability to engage at operational and executive levels
• Experience supporting renewal readiness and expansion in high-ARR environments
• Commercial acumen and confidence in renewal and growth conversations
  
  Excellent communication and presentation skills with senior stakeholders
• Strong organizational skills managing a smaller number of complex accounts
• Sound judgment in ambiguous, high-impact situations
• Experience using AI tools to streamline tasks and improve efficiencies

Nice-to-Haves

• Experience in eLearning, EdTech, or Learning Management Systems
• Familiarity with APIs, integrations, or Single Sign-On (SSO)

From comprehensive rewards and generous time off to meaningful investment in your growth and development, Learn Upon gives you the support, trust, and opportunity to do the most impactful work of your career.

• 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 Learn Upon, we utilise AI to enhance the speed and quality of our screening and assessment practices, but our hiring decisions are always human.

Learn Upon is an Equal Opportunities Employer.

We 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.

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