Senior Manager, Mid Market Customer Success

LearnUpon•Salt Lake City, UT

1d•Hybrid

About The Position

LearnUpon is seeking a commercially minded Senior Manager, Customer Success, to lead and empower a team of Customer Success Managers. The role is focused on predictable business results, maximizing Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), and ensuring customers realize measurable return on investment from the platform. The manager will be hands-on, joining customer calls, coaching CSMs through complex commercial conversations, leading value-realization frameworks, and driving proactive retention and expansion strategies. The Senior Manager will own GRR and NRR targets across the portfolio; standardize business reviews, renewal plans, and success plans; and partner with Sales to identify and execute expansion opportunities. The role also maintains weekly and quarterly forecasts for renewals, churn risk, and expansion pipeline, establishes early-warning triggers and mitigation playbooks, and ensures accurate data across customer experience tools. The position leads and mentors a high-performing team and collaborates with Sales, Marketing, Support, and Product to improve customer handoffs, adoption, and product strategy. The position is hybrid, with three days per week in LearnUpon’s Salt Lake office, within the Customer Experience department.

Requirements

At least 5 years of experience in SaaS Customer Success or Customer Experience roles.
At least 3 years of direct experience managing individual-contributor teams.
Experience owning GRR/NRR targets, managing renewal pipelines, and delivering revenue forecasts in B2B SaaS.
A track record of partnering with Sales on joint account strategies and expansion.
Strong expertise in value-realization storytelling, executive alignment, and complex renewal negotiations.
A proactive, target-focused approach to exceeding team quotas and driving performance.
Strong discipline in CRM hygiene, pipeline accuracy, health tracking, and deal structuring.
Direct experience joining customer calls, de-escalating difficult accounts, and coaching CSMs in real time.
Hands-on experience with customer success platforms and CRMs, including Salesforce, Planhat, and Gong.
Experience using AI tools to streamline tasks and improve efficiency.

Responsibilities

Own GRR and NRR targets across the portfolio and drive predictable revenue growth.
Standardize value-realization frameworks, including business reviews, renewal plans, and success plans, to align customer goals with business outcomes.
Partner with Sales to identify, qualify, and execute customer expansion opportunities through value selling.
Maintain rigorous weekly and quarterly forecasts for renewals, churn risk, and expansion pipeline.
Join customer business reviews, renewal negotiations, and escalations to coach CSMs and help secure retention and expansion outcomes.
Establish early-warning customer health triggers and turnaround playbooks to mitigate churn risks.
Maintain data hygiene across CX tools, including accurate health scores, deal stages, and forecasts.
Scale and mentor a high-performing team, developing commercial discipline, value-realization skills, and accountability.
Collaborate with Sales, Marketing, Support, and Product to improve handoffs, accelerate adoption, and inform product strategy.