Work Mode: Hybrid 1+ days per week in our Philadelphia office
Department: Customer Experience
About the OpportunityThe Customer Success Manager, Essentials manages a broad portfolio of customers, ensuring they achieve meaningful outcomes and ongoing value through LearnUpon. This role is focused on scale, consistency, and execution, combining digital engagement, structured success programs, and proactive outreach to support customers efficiently. You will leverage tools, data, and defined processes to guide customers toward success across a large book of business. You are accountable for customer outcomes, retention, and expansion support, ensuring customers are positioned for renewal through timely engagement, clear value communication, and effective prioritization.
In addition, you'll be responsible for:
- Manage a large portfolio of customers through scalable, one-to-many engagement, ensuring they achieve defined outcomes and realize value
- Execute digital success programs, including automated journeys, campaigns, and targeted outreach across customer segments
- Use data and customer signals to prioritize engagement, identify risk, and trigger the right actions at scale
- Deliver timely, high-quality support through efficient, structured interactions and self-service enablement
- Position customers for renewals and expansion through consistent, programmatic value communication, stepping in 1:1 when risk or opportunity requires deeper ownership
- Identify opportunities to expand usage and value across segments, supporting growth through data-driven success motions
- Transition from scaled to targeted 1:1 engagement when needed to secure outcomes, particularly in renewal and high-impact scenarios
- Prepare content and host office hours / webinars that educates users at scale on how to fully utilise the platform
- Collaborate cross-functionally to deliver a consistent and scalable customer experience
- Maintain strong operational discipline, including data accuracy, activity tracking, and adherence to defined processes
Skills & ExperienceMust-Haves- 1-3+ years experience in SaaS, consulting, operations, or an equivalent field
- Proven ability to manage a high volume of customer interactions while maintaining quality and consistency
- Strong execution mindset with the ability to follow and improve structured processes
- Comfort working in a data-driven, high-volume environment, prioritizing effectively across a large portfolio
- Customer-first mindset with a focus on delivering value and positive outcomes
- Strong communication skills and attention to detail
- Curiosity and a willingness to learn new tools, technologies, and approaches, with a genuine enthusiasm for AI and a habit of experimenting with new tools, staying on top of emerging developments, and finding practical ways to amplify impact.
Nice-to-Haves- Experience in eLearning, EdTech, or Learning Management Systems
- Familiarity with customer success platforms such as Planhat
- Experience working cross-functionally in a 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.
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.
