Customer Success Manager, Mid-Market

LearnUpon is looking for a Customer Success Manager, Mid-Market to join our team. This is a hybrid role, working 3 days per week from LearnUpon's Salt Lake City office.

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 lots of diverse cultures, backgrounds, and experiences that puts 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 and we’re humble and hungry to achieve more.

In this role, you will partner with a portfolio of customers to drive adoption, deliver value, and prepare accounts for renewal and expansion, approaching your work with ownership, curiosity, and a focus on results. The Customer Success Manager, Mid-Market manages a portfolio of customers, ensuring they achieve meaningful outcomes and ongoing value through LearnUpon.

This role combines consultative engagement, structured success planning, and data-driven portfolio management, guiding customers toward success while managing a higher volume of accounts.

You are accountable for customer outcomes, retention, and expansion support, ensuring your portfolio is positioned for renewal through proactive engagement and clear value alignment.

What will I be doing?

• Own a portfolio of Mid-Market customers, ensuring they achieve defined outcomes and realize measurable value
• Develop a strong understanding of customer objectives and align LearnUpon solutions to clear success metrics
• Execute structured success motions, including business reviews, lifecycle engagement, and prioritized outreach
• Leverage data and insights to manage customer health, identify risks, and drive targeted engagement
• Position customers for renewals and expansion through consistent value demonstration and proactive planning
• Act as a trusted advisor, guiding customers through adoption, change, and evolving needs
• Identify expansion opportunities based on customer usage and outcomes
• Collaborate cross-functionally to deliver a seamless customer experience
• Maintain strong operational discipline, including account insights, prioritization, and execution against team standards

What skills do I need?                                                                                  

• 2–4+ years experience in Customer Success, Account Management, or a consultative customer-facing role within SaaS
• Proven ability to manage and grow a portfolio of customers, driving retention and expansion through strong outcomes
• A consultative, value-led mindset focused on guiding customer outcomes
• Comfort operating in a data-driven environment, managing multiple accounts with clear prioritization
• Commercial awareness and confidence leading renewals and expansion
• Strong communication and presentation skills across stakeholders
• Excellent organizational skills and ability to manage competing priorities
• Sound judgment and problem-solving ability

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 big plus

• 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

Why work with us?

• Competitive salary and company ESOP
• 25 days’ PTO, plus 10 public holidays, 1 annual wellness day and 1 floating day
• Private health insurance and company 401k
• Parental benefits, including up to 26 weeks’ paid maternity leave, 4 weeks’ paid paternity leave, and coaching support for new parents
• Up to 4 weeks’ per year working abroad (role eligibility applies)
• Clear career progression opportunities — take LearnUpon where you think it can go
• A collaborative and supportive environment with regular team events

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 our COO
• Successful candidates will be contacted with an offer to join our team

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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