Customer Success Manager, Mid-Market
LearnUpon
Salary undisclosed
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Description
Work Mode: Hybrid 3 days per week in our Salt Lake City office
Department: Customer Experience
About the Company
LearnUpon partners with over 1,600 organizations globally to unlock the potential of employees, customers & members through learning that’s easy, scalable and focused on results.
Read more about life at LearnUpon here.
About the Team
The LearnUpon Customer Success team is a global group operating within a collaborative, supportive environment where collective accomplishments are celebrated. Members of this team take deep ownership of their portfolios across the US, EMEA, and APAC regions, acting as trusted advisors to ensure clients achieve meaningful business outcomes. With a sharp focus on protecting and growing revenue, they proactively secure customer retention and unlock strategic expansion opportunities by consistently demonstrating ROI and leveraging data-driven health insights. Additionally, they work cross-functionally across multiple time zones, partnering closely with internal Product and Sales teams to advocate for client needs and directly influence the product roadmap.
About the Opportunity
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
Skills & Experience
Must-Haves
- 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
- Willingness to travel periodically for customer onsite visits and conferences based on business needs
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
*If you don't tick every box but believe this role is a mutually good fit, please don't hesitate to apply. We'd love to hear from you.
Why choose LearnUpon?
From comprehensive rewards and generous time off to meaningful investment in your growth and development, LearnUpon gives you the support, trust, and opportunity to do the most impactful work of your career.
Learn more here.
Hiring Process
- Qualified applicants may be invited to an initial screening call with a member of our TA Team.
- Successful candidates will be invited to a series of practical interviews.
- Finally, candidates will have an interview with our COO.
- Successful candidates will be contacted with an offer to join our team.
Note: At LearnUpon, we utilize AI to enhance the speed and quality of our screening and assessment practices, but our hiring decisions are always human.
LearnUpon is an Equal Opportunities Employer
We do not discriminate on the basis of gender, marital status, family status, age disability, sexual orientation, race, religion, membership of the Traveller community, or any other legally protected status.
Check out our Careers site and Instagram to learn more about working at LearnUpon.
By submitting your application, you agree to LearnUpon's Privacy Policy.
About this role
LearnUpon is seeking a Customer Success Manager to own a portfolio of high-value mid-market customers and drive their long-term success with the company's learning platform. You'll combine consultative problem-solving with commercial acumen, acting as a trusted advisor who understands each customer's business objectives and translates them into measurable outcomes. The role balances retention and growth—you'll lead structured success planning, conduct business reviews, manage renewal readiness, and identify expansion opportunities based on demonstrated value and usage patterns.
This position requires 2–4 years of SaaS customer success or account management experience, with a proven track record managing enterprise or high-value relationships. You'll need strong consultative skills, commercial confidence in renewal and expansion conversations, and the ability to communicate clearly with diverse stakeholders. The role also demands sound judgment in ambiguous situations and the capacity to juggle competing priorities across your customer portfolio while collaborating cross-functionally with implementation, support, and solutions teams across multiple time zones.
The position is based in Salt Lake City with a hybrid arrangement of three days per week in the office. Experience in eLearning, learning management systems, or scaled SaaS environments is valued but not required. LearnUpon emphasizes that if you don't meet every criterion but see a strong fit, you're encouraged to apply.
How this employer is doing
solid
- Expanding
- Recent Acquisition
In the news
LearnUpon Accelerates APAC Expansion with New Sydney Headquarters and AI-Native ‘Courseau’ Acquisition, Medianet News Hub
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Customer Success Manager, Mid-Market postings in Salt Lake City, and analyze any offer before you accept it.
The path into this work
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