Director, Customer Success

LearnUpon•Salt Lake City, UT

68d•Hybrid

About The Position

LearnUpon is seeking a Director, Customer Success to join our team. This is a hybrid role, working three days per week from LearnUpon's Salt Lake City office. With offices in Dublin (our HQ), Salt Lake City, Philadelphia, Belgrade, 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 are looking for a highly motivated and results-oriented Director of Customer Success to lead our Customer Success team and drive exceptional value for our clients. This is a critical leadership role for a fast-paced, evolving SaaS company, requiring a strategic leader with a proven track record of improving Gross Revenue Retention (GRR) and accelerating Net Revenue Retention (NRR). You will be responsible for defining and executing the Customer Success strategy, ensuring high standards across all team operations, and championing a culture focused on customer outcomes and revenue growth. You'll lead a key segment of the Customer Success organization to deliver measurable customer and business outcomes, ensuring your team executes with excellence, consistency, and urgency. You'll focus on driving renewals, expansion, and customer value across your segment, empowering your CSMs to perform at a high level and embody LearnUpon's customer-first culture.

Requirements

Proven success leading high-performing Customer Success teams within a SaaS organization
Strong people leader who builds accountable, motivated teams and manages performance with clarity and empathy
Demonstrated experience driving retention, expansion, and renewal outcomes with commercial ownership
Executive presence and confidence engaging senior stakeholders and navigating complex customer relationships
Operationally minded with excellent judgment, prioritization, and problem-solving skills
Clear, persuasive communicator with strong presentation and influence across functions
Skilled in using CRM and success platforms (e.g., Salesforce, Planhat, Totango) to manage performance and insights
Comfortable working across global teams and time zones in a fast-paced, evolving environment

Responsibilities

Lead & Inspire: Build, coach, and develop a high-performing Customer Success team that consistently delivers results and embodies accountability, collaboration, and action bias
Operational Excellence: Ensure playbooks for onboarding, value realization, expansion, and renewal are executed with precision. Standardize processes and maintain clear visibility into performance metrics, forecasts, and pipeline health
Customer Outcomes: Drive adoption, retention, and growth across the customer base. Contain escalations swiftly, ensuring customer trust and partnership remain strong
Cross-Functional Partnership: Collaborate with Sales, Support, Implementation, Finance, and Product to deliver a seamless, end-to-end customer experience
Performance Management: Track team and customer performance against KPIs (GRR, NRR, retention, expansion). Identify opportunities for improvement and implement data-driven actions
Leadership & Strategy: Partner with senior CX leadership to shape team structure, hiring plans, and go-to-market alignment. Champion innovation and continuous improvement in how LearnUpon drives customer value