Customer Success Manager, Essential

LearnUpon•Philadelphia, PA

8d•Hybrid

About The Position

The Customer Success Manager, Essentials manages a broad portfolio of customers, ensuring they achieve meaningful outcomes and ongoing value through LearnUpon. 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 utilise 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

Requirements

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.

Nice To Haves

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

Responsibilities

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 utilise 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