Customer Success Manager, Mid-Market

LearnUpon•Salt Lake City, UT

4d•Hybrid

About The Position

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 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 LearnUpon Develop a deep understanding of customer objectives and align LearnUpon 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

Requirements

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

Nice To Haves

Experience in eLearning, EdTech, or Learning Management Systems
Familiarity with APIs, integrations, or Single Sign-On (SSO)
Experience working cross-functionally in a scaled SaaS environment

Responsibilities

Own a portfolio of customers, ensuring they achieve defined business outcomes and realize measurable value through LearnUpon
Develop a deep understanding of customer objectives and align LearnUpon 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