Customer Success Manager

LearnUpon•Philadelphia, PA

10d•Hybrid

About The Position

LearnUpon is looking for a Customer Success Manager to join our team. This is a hybrid role, working at least 1 days per week from LearnUpon's Philadelphia office. LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution. With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City and Sydney, we are a global team with lots of diverse cultures, backgrounds, and experiences that puts our customers' experience at the heart of everything we do. Our culture fosters an open, collaborative and supportive environment where our accomplishments are celebrated and encouraged. We're always striving for the best solution (not the easy one). We’re proud of our success and we’re humble and hungry to achieve more. We’re growing our Customer Success team to keep pace as more customers sign on. We need to hire a curious and self-motivated individual to work with our Priority team managing a large group of customers at scale. By championing simple, learner-centric experiences and results-focused support, we make it easy for businesses to deliver learning that impacts what matters: performance, retention, and growth. LearnUpon Customer Success works directly with customers to understand the results they’re seeking and craft solutions that help deliver them.

Requirements

Ability to maintain motivation and positivity in a fast-paced, changing environment.
At least one year experience in a Customer Success Team or equivalent role.
Strong drive for results, while retaining a focus on consistently delivering a great customer experience.
Collaborative working practice and a strong focus on open communication, ensuring that customers needs and opportunities are clear across the business.
Get-it-done mindset: not afraid to roll up your sleeves, find and research a creative solution or share ideas around improvements.
Excellent communication skills, attention to detail, and the skill of dealing with ambiguity.
Aptitude and curiosity learning new technologies.
Proficiency using Salesforce or a similar CRM system.
Creative and analytical thinker with strong problem-solving skills.
Experience working cross functionally with a team spanning multiple time zones.

Nice To Haves

Experience of working in the learning space (e-learning, edtech, or learning management).
Experience with Planhat or a similar CSP tool.

Responsibilities

Triage and respond to customer queries in a timely way.
Focus every interaction with customers on the results they need from LearnUpon and how we can help them discover, deliver, measure and materialize those results.
Provide a LearnUpon customer experience consistent with our values.
Communicate on behalf of the team with other team’s including Product, Sales, etc ensuring team priorities are communicated and the feedback loop back to the team is complete.
Proactively reach out at scale: Brainstorm in group discussions around outreach campaigns. Take lead on tasks related to outreach initiatives.
Work on team projects that deliver consistent improvement to our practice and directly impact the company’s bottom line.
Provide support internally and externally: Work with the Priority team management to keep the team on track with goals/targets.
Identify opportunities for customers to expand the value they get from LearnUpon..
Develop a personal career path that includes continuous learning.