--- title: 'Senior Manager, Customer Success at LearnUpon' canonical: 'https://feeny.ai/job/senior-manager-customer-success-learnupon-salt-lake-city-6s096zwc9j54' type: 'job' last_seen: '2026-11-06' --- # Senior Manager, Customer Success at LearnUpon - **Company:** LearnUpon - **Location:** Salt Lake City, UT - **Posted:** 2026-10-22 - **Last confirmed live:** 2026-11-06 - **Apply:** https://job-boards.greenhouse.io/learnupon/jobs/8908283002 ## Job description Work Mode: Hybrid 3 days per week in our Salt Lake office Department: Customer Experience ## About the Company LearnUpon partners with over 1,600 organisations 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](https://careers.learnupon.com/). ## About the Team At LearnUpon, Customer Success is a core engine of our revenue structure. We are seeking a high-energy, commercially minded Senior Manager, Customer Success with relentless hunger, drive, and flawless attention to detail. ## About the Opportunity In this role, you will lead and empower a team of Customer Success Managers (CSMs) in our Mid-Market segment to drive predictable business results, maximize Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), and ensure our customers realize measurable ROI from our platform. You will be a hands-on leader who isn't afraid to jump into customer calls, help coach CSMs through complex commercial conversations, lead value realization frameworks, and drive proactive retention and expansion strategies. In addition, you’ll be responsible for: - Revenue & Commercial Ownership: Own GRR and NRR targets across your portfolio, driving CS as a core engine of business growth and predictable revenue. - Value Realization: Standardize frameworks (e.g., business reviews Renewal Plans, Success Plans) that prove platform value realization and align customer goals to business outcomes. - Shared Expansion Strategy: Partner with Sales to identify, qualify, and co-execute expansion paths, through disciplined value selling. - Forecasting Rigor: Maintain rigorous weekly/quarterly forecasts for renewals, churn risk, and expansion pipeline for executive visibility. - Active Leadership on Customer Calls: Join business reviews, renewal negotiations, and escalations to coach CSMs in real time, driving expansion/retention strategies, and securing commercial outcomes. - Proactive Risk Mitigation: Establish early-warning health triggers and swift turnaround playbooks to systematically eliminate churn risks. - Operational Excellence & Precision: Ensure strict data hygiene across CX tools (Salesforce, Gong, Planhat) for accurate health scores, deal stages, and forecasts. - Team Leadership & Commercial Coaching: Scale and mentor a high-performing team, instilling commercial discipline, value-realization acumen, and strict accountability. - Cross-Functional Collaboration: Partner with Sales, Marketing, Support, and Product to optimize handoffs, accelerate adoption, and inform product strategy. ## Skills & Experience - 5+ years in SaaS Customer Success/Experience roles, with 3+ years directly managing IC teams. - Proven Commercial & Retention Track Record: Owning GRR/NRR targets, managing renewal pipelines, and delivering tight revenue forecasts in B2B SaaS. - Cross-Functional Revenue Alignment: Track record of partnering with Sales to build joint account strategies and drive expansion. - Value-Selling Expertise: Strong mastery of value realization storytelling, executive alignment, and complex renewal negotiations. - High Hunger & Drive: A proactive, target-obsessed leader focused on exceeding team quotas and driving high performance. - Attention to Detail: Rigorous discipline in CRM hygiene, pipeline accuracy, health tracking, and deal structuring. - Hands-on Leadership: Direct experience joining calls, de-escalating tough accounts, and coaching CSMs live. - Data & Tech Stack Proficiency: Hands-on experience using CS platforms and CRMs (Salesforce, Planhat, Gong) to track metrics and drive visibility. Experience using AI tools to streamline tasks and improve efficiencies. *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](https://careers.learnupon.com/). Hiring Process Our typical process generally works as follows: - Qualified applicants may be invited to an initial screening call with a member of our TA Team. - Successful candidates will then be invited to a series of practical interviews. - Finally, candidates will have an interview with our CRO. - The successful candidate will be contacted with an offer to join our team. Note: At LearnUpon, we utilise 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](https://careers.learnupon.com/) and [Instagram](https://www.instagram.com/lifeatlearnupon/) to learn more about working at LearnUpon. By submitting your application, you agree to LearnUpon's [Privacy Policy](https://www.learnupon.com/privacy-policy/). ## About LearnUpon ## Company Overview - **One-liner**: LearnUpon provides a cloud-based Learning Management System (LMS) that enables organizations to train employees, customers, partners, and members from a single platform. - **Entity Type**: Private (Growth Equity stage) - **Headquarters**: Dublin, Ireland - **Founded**: 2012 - **Founders**: Brendan Noud, Des Anderson ## Core Business - **Primary industry**: Corporate Learning & Development (L&D) / EdTech - **Target customers**: B2B; serves mid-market and enterprise organizations, including SMBs and Fortune 100 companies. - **Mission or purpose statement**: To revolutionize corporate learning and help businesses unlock learning as their number one competitive advantage. ## Products & Services - **LearnUpon LMS**: A cloud-based, multi-tenant Learning Management System (SaaS) designed to train employees, customers, partners, and members from a single platform. It includes features for course creation, delivery, tracking, and reporting. - **Create+**: An AI-assisted content authoring tool that enables users to create professional, interactive courses 90% faster at 10% of the cost, all within the LearnUpon platform. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed. - **Key Metric**: Total funding of $56.65M (latest round: Growth Equity, raised ~6 years ago). - **Notable Investors/Partners**: Summit Partners (lead), Enterprise Ireland, National Digital Research Centre. - **Growth Signals**: Serves 1,600+ global organizations; powers learning for 29+ million users; recognized as a top LMS by eLearning Industry and Brandon Hall (7 awards in 2024); actively hiring across multiple departments (Engineering, Sales, Customer Success, etc.) in 5 global offices. ## Competitive Advantages - **Unified Platform**: Purpose-built to train all external and internal audiences (employees, customers, partners, members) from a single, multi-tenant LMS, reducing complexity for large organizations. - **AI-First Innovation**: Leading the transition into the AI era of learning with tools like Create+, which enables course creation 90% faster at 10% of the cost. - **Proven Scale & Trust**: Serves 1,600+ global organizations, including Fortune 100 companies, and powers learning for 29+ million users, demonstrating enterprise-grade reliability and performance. - **Industry Recognition**: Consistently recognized as a top LMS by industry analysts (eLearning Industry, Brandon Hall), validating product quality and market leadership. ## Strategic Focus - **AI Integration**: Spearheading the transition into the AI era of learning, with a focus on AI-assisted content creation and delivery to dramatically reduce the time and cost of building training programs. - **Product Expansion**: Continuing to develop and enhance the platform to serve all training audiences (employees, customers, partners, members) under one roof, with a focus on the "extended enterprise" use case. - **Global Growth**: Expanding its customer base and team across its five global offices (Dublin, Belgrade, Salt Lake City, Philadelphia, Sydney) to serve a growing international clientele. ## Why Work Here - **Culture & Values**: Emphasizes a friendly, supportive team environment with core values like "Act Like An Owner," "Lead With Curiosity," and "Deliver Quality." Strong commitment to Diversity, Equality & Inclusion (DE&I) with a published Gender Pay Gap report and active DIB initiatives. - **Work Model**: Hybrid work model that balances productive solo focus with vibrant hybrid collaboration. - **Total Rewards**: Competitive compensation, equity from day one, retirement matching, comprehensive family healthcare, enhanced parental support, and generous time off. - **Growth & Impact**: As a learning company, employee development and career progression are core to the culture. Employees get autonomy to own big projects that impact 29+ million users globally. - **Engineering Culture**: Focus on cutting-edge AI work, with roles like Staff Engineer (DevOps, Site Reliability) and Engineering Manager. Emphasis on delivering quality and owning high-impact decisions. ## Sources 1. [learnupon.com](https://www.learnupon.com/about/) 2. [careers.learnupon.com](https://careers.learnupon.com/) 3. [learnupon.com](https://www.learnupon.com/) 4. [boards.greenhouse.io](https://boards.greenhouse.io/learnupon) 5. [cbinsights.com](https://www.cbinsights.com/company/learnupon) ## Other roles at LearnUpon - [Product Designer (FTC)](https://feeny.ai/job/product-designer-ftc-learnupon-belgrade-bqz87x01jn1w) — Belgrade, Serbia - [Associate Solutions Engineer](https://feeny.ai/job/associate-solutions-engineer-learnupon-salt-lake-city-pk9tmt7t7cn3) — Salt Lake City, UT - [Customer Success Manager, Mid-Market](https://feeny.ai/job/customer-success-manager-mid-market-learnupon-dublin-vdnf70mka32c) — Dublin, Ireland - [Customer Success Manager, Enterprise](https://feeny.ai/job/customer-success-manager-enterprise-learnupon-salt-lake-city-ybeztbgvrtyv) — Salt Lake City, UT - [Salesforce Administrator](https://feeny.ai/job/salesforce-administrator-learnupon-belgrade-6dmw59x11tcb) — Belgrade, Serbia - [Senior Contracts Manager](https://feeny.ai/job/senior-contracts-manager-learnupon-salt-lake-city-2rhvem758vy1) — Salt Lake City, UT - [Corporate Account Executive](https://feeny.ai/job/corporate-account-executive-learnupon-salt-lake-city-xrcbymjbdj6a) — Salt Lake City, UT - [Sales Development Representative](https://feeny.ai/job/sales-development-representative-learnupon-salt-lake-city-pp59gb78nj8j) — Salt Lake City, UT - [Head of Partnerships](https://feeny.ai/job/head-of-partnerships-learnupon-dublin-hqr7xta9rja9) — Dublin, Ireland - [Staff Engineer, Site Reliability](https://feeny.ai/job/staff-engineer-site-reliability-learnupon-dublin-961p9fye6jqg) — Dublin, Ireland