Customer Success Manager

Learning Pool

21h • Hybrid

About The Position

Wherever you find ambitious companies investing in their people, you’ll find Learning Pool. Learning Pool is among the fastest growing e-learning companies in the world, servicing more than 2,000 customers and 24 million learners globally. Our expert team creates the content and technology solutions that engage and empower modern leaders, using pioneering technology and creative content that we build, deliver and maintain. We’re passionate about customer success and our customers trust us to deliver long lasting value, a great return on investment and excellent customer service. Learning Pool welcomes passionate people from all kinds of backgrounds. We are a diverse team working in offices, and remotely, across Europe and North America. We take great pride in our shared work and are committed to building great software in a sustainable way. So if you’ve got what we’re looking for and the desire to join a team that values creativity and empowerment, then get in touch. This role offers an excellent opportunity to get involved in and become part of the world of online learning.

About the Role
Our Customer Success Managers (CSMs) are strategic, customer-focused partners who work closely with customers to help them achieve meaningful learning outcomes through our platform. The role is centred on building long-term loyalty, driving adoption, and ensuring strong customer retention, while also supporting the Sales team by identifying growth opportunities within accounts as a natural outcome of trusted customer relationships.
You will manage a portfolio of mid-market and Enterprise customers, supporting them throughout their lifecycle from onboarding through to renewal, acting as a trusted advisor and advocate for both the customer and the business.

Requirements

• A proven relationship builder: Experience managing and growing long-term B2B customer relationships, acting as a trusted partner to help customers solve complex business challenges.
• Enterprise experience: The ability to manage a portfolio of mid-market to Enterprise customers, driving renewals and high levels of retention.
• Customer-centric mindset: A strong passion for delivering exceptional customer experiences and helping customers realise maximum value from the product.
• Commercial awareness: Comfort supporting Sales by identifying growth opportunities within accounts while maintaining customer trust.
• Strong communication skills: The ability to communicate clearly and build positive relationships with customers and internal stakeholders at all levels.
• Results-driven approach: A focus on achieving measurable outcomes, including GRR, renewal targets, and NPS.
• Technical curiosity: Confidence working with SaaS technology and a desire to become a product expert.
• Collaborative working style: Experience working cross-functionally to deliver shared goals and improve customer outcomes.
• Experience: Working in a customer-facing role, ideally within a VC/PE backed SaaS or L&D environment, with a genuine passion for Customer Success.

Responsibilities

• Owning the post-sales relationship for a portfolio of mid-market and Enterprise customers, including onboarding, success planning, platform adoption, business reviews, and renewals.
• Building strong, long-term customer relationships to drive product usage, loyalty, and Gross Retention Rate (GRR).
• Proactively identifying customer risks and working closely with customers and internal teams to resolve issues and ensure retention.
• Acting as a trusted advisor to customers, helping them maximize value from the platform and supporting them through change and adoption.
• Partnering closely with Customer Account Executives (CAEs) by identifying upsell and cross-sell opportunities based on a deep understanding of customer needs.
• Initiating and leading customer business reviews, including analyzing usage, success metrics, and outcomes.
• Working cross-functionally with Sales, Support, Product, and Marketing to gather customer feedback and contribute to product and process improvements.
• Evangelizing the platform across multiple stakeholder groups and levels within customer organizations.
• Meeting Customer Success targets, including renewal retention rate, NPS and customer Health Scores.

Benefits

• Platinum Investor in People
• Listed annually in the Sunday Times Best Companies to Work For
• Numerous industry awards for our work with clients including the Queen's Award for Enterprise (Innovation) and recent Brandon Hall, Learning Technologies, e-Learning Industry, Stevie Customer Service and Institute of Customer Service awards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed