Customer Success Manager, Essentials

Customer Success Manager, Essentials

Philadelphia

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

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, Essentials manages a broad portfolio of customers, ensuring they achieve meaningful outcomes and ongoing value through Learn Upon. This role is focused on scale, consistency, and execution, combining digital engagement, structured success programs, and proactive outreach to support customers efficiently. You will leverage tools, data, and defined processes to guide customers toward success across a large book of business.

You are accountable for customer outcomes, retention, and expansion support, ensuring customers are positioned for renewal through timely engagement, clear value communication, and effective prioritization.

In addition, you'll be responsible for:

• Manage a large portfolio of customers through scalable, one-to-many engagement, ensuring they achieve defined outcomes and realize value
• Execute digital success programs, including automated journeys, campaigns, and targeted outreach across customer segments
• Use data and customer signals to prioritize engagement, identify risk, and trigger the right actions at scale
• Deliver timely, high-quality support through efficient, structured interactions and self-service enablement
• Position customers for renewals and expansion through consistent, programmatic value communication, stepping in 1:1 when risk or opportunity requires deeper ownership
• Identify opportunities to expand usage and value across segments, supporting growth through data-driven success motions
• Transition from scaled to targeted 1:1 engagement when needed to secure outcomes, particularly in renewal and high-impact scenarios
• Prepare content and host office hours / webinars that educates users at scale on how to fully utilize the platform
• Collaborate cross-functionally to deliver a consistent and scalable customer experience
• Maintain strong operational discipline, including data accuracy, activity tracking, and adherence to defined processes

• 1–3+ years experience in SaaS, consulting, operations, or an equivalent field
• Proven ability to manage a high volume of customer interactions while maintaining quality and consistency
• Strong execution mindset with the ability to follow and improve structured processes
• Comfort working in a data-driven, high-volume environment, prioritizing effectively across a large portfolio
• Customer-first mindset with a focus on delivering value and positive outcomes
• Strong communication skills and attention to detail
• Curiosity and a willingness to learn new tools, technologies, and approaches, with a genuine enthusiasm for AI and a habit of experimenting with new tools, staying on top of emerging developments, and finding practical ways to amplify impact.

• Experience in eLearning, EdTech, or Learning Management Systems
• Familiarity with customer success platforms such as Planhat
• Experience working cross-functionally in a 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.