At LearnUpon, we’re seeking a Director, Enterprise Customer Success to join our team in the Salt Lake City or Philadelphia.
LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution.
With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City, and Sydney, we are a global team with diverse cultures, backgrounds, and experiences, all focused on putting 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 strive to live by our values, act like owners, lead with curiosity, and deliver quality for our customers. We're proud of our success, yet remain humble and hungry to achieve more.
LearnUpon's Customer Success team members understand the business results customers are seeking from their learning programs and ensure our platform and services support achieving them. The Director of Enterprise Customer Success will be a proven leader with a track record of leading high-performing customer success teams. They will have experience driving key CS outcomes (especially net revenue retention) in a results-oriented SaaS organization.
They will attract and retain great talent, build and exemplify a healthy culture, and develop and motivate team members: both individual contributor Customer Success Managers and managers/senior managers who lead teams of CSMs.
Our Enterprise Customer Success team is the "heartland" of our business, holding 40% of our logos and almost 55% of our ARR.
What will I be doing?
The Director, Enterprise Customer Success delivers strong net revenue retention from the Enterprise customer segment. To accomplish this mandate, they:
- Ensure Enterprise Success playbooks for expansion, management, and renewal are practiced consistently and with excellence by every Enterprise CSM
- Lead the partnership between Enterprise Success and Enterprise Sales.
- Administer renewals in the Enterprise segment
- Partner with CX Leadership, Finance, Sales and People Operations to ensure the teams are aligned and our people are thriving.
- Manage, develop, and mentor individual contributors, managers, and sr. managers
- Deliver business results efficiently and in keeping with our values
- Develop and guide the team on best practices and processes for performing their duties in keeping with our results-focused customer success philosophy
- Deliver great commercial outcomes (renewals, expansion)
What skills do I need?
- Ability to motivate & lead your team with relentless positivity
- At least 5 years leading customer success teams supporting a SaaS product (or comparable)
- Significant experience leading teams with commercial targets (sales, expansion, renewals)
- Confidence and skill in liaising with prospects and customers at an executive level
- Strong drive for results while delivering a great customer experience
- Excellent communication and presentation skills, change-management acumen, attention to detail, and the ability to navigate ambiguity
- Proficiency using Salesforce or a similar CRM system
- Creative and analytical thinker with strong problem-solving skills
- Experience working with and leading a team across multiple time zones
Don’t worry if you don’t tick every box in order to apply, we’re always happy to review applications and take all experience into consideration. We do our best to provide feedback where we can!
Not required but considered a plus
- Experience of working in the learning space (e-learning, edtech, or learning management)
Why work with us?
- Work in a fun and supportive environment with regular social events.
- Excellent career progression - take LearnUpon where you think it can go.
- Structured learning environment.
- Competitive salary and company stock options.
- 401k.
- Comprehensive private health insurance scheme.
- 25 days annual leave + 1 annual company wellness day off.
- Flexible Working Arrangements.
What is the Hiring Process?
Applicants for the position can expect the following hiring process:
- Qualified applicants will be invited to schedule a 30-minute call.
- Successful candidates will then be invited to a series of practical interviews.
- Finally, candidates will have a short interview with Leadership.
- Successful candidates will be contacted with an offer to join our team.
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.
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