Director, Customer Success

Edtech.com's Summary

LearnUpon is hiring a Director, Customer Success to lead their Customer Success team and drive business growth through customer retention, expansion, and value realization. The role involves defining and executing customer success strategies, managing team performance, and collaborating cross-functionally to optimize the end-to-end customer experience.

Highlights

Lead and develop a high-performing Customer Success team focused on accountability and collaboration
Ensure operational excellence with standardized playbooks for onboarding, renewal, and expansion
Drive customer adoption, retention, growth, and quickly address escalations to maintain trust
Collaborate with Sales, Support, Implementation, Finance, and Product teams for seamless customer experience
Monitor performance metrics including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and expansion
Partner with senior leadership to shape team structure, hiring plans, and go-to-market alignment
Proven leadership experience in SaaS Customer Success with demonstrated commercial ownership
Strong communication, presentation, and stakeholder management skills, with CRM expertise (Salesforce, Planhat, Totango)
Competitive salary, company ESOP, private health insurance, 401k, 25 PTO days plus wellness day, and career progression opportunities
Works within the Success department serving a global customer base from multiple international offices

Director, Customer Success Full Description

LearnUpon is seeking a Director, Customer Success to join our team. This is a hybrid role, working three days per week from LearnUpon's Salt Lake City office.

With offices in Dublin (our HQ), Salt Lake City, Philadelphia, Belgrade, 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're always striving for the best solution (not the easy one). Weâre proud of our success and weâre humble and hungry to achieve more.

We are looking for a highly motivated and results-oriented Director of Customer Success to lead our Customer Success team and drive exceptional value for our clients. This is a critical leadership role for a fast-paced, evolving SaaS company, requiring a strategic leader with a proven track record of improving Gross Revenue Retention (GRR) and accelerating Net Revenue Retention (NRR). You will be responsible for defining and executing the Customer Success strategy, ensuring high standards across all team operations, and championing a culture focused on customer outcomes and revenue growth.

What will I be doing?

Youâll lead a key segment of the Customer Success organization to deliver measurable customer and business outcomes, ensuring your team executes with excellence, consistency, and urgency. Youâll focus on driving renewals, expansion, and customer value across your segment, empowering your CSMs to perform at a high level and embody LearnUponâs customer-first culture.

Lead & Inspire: Build, coach, and develop a high-performing Customer Success team that consistently delivers results and embodies accountability, collaboration, and action bias
Operational Excellence: Ensure playbooks for onboarding, value realization, expansion, and renewal are executed with precision. Standardize processes and maintain clear visibility into performance metrics, forecasts, and pipeline health
Customer Outcomes: Drive adoption, retention, and growth across the customer base. Contain escalations swiftly, ensuring customer trust and partnership remain strong
Cross-Functional Partnership: Collaborate with Sales, Support, Implementation, Finance, and Product to deliver a seamless, end-to-end customer experience
Performance Management: Track team and customer performance against KPIs (GRR, NRR, retention, expansion). Identify opportunities for improvement and implement data-driven actions
Leadership & Strategy: Partner with senior CX leadership to shape team structure, hiring plans, and go-to-market alignment. Champion innovation and continuous improvement in how LearnUpon drives customer value

What skills do I need?

Proven success leading high-performing Customer Success teams within a SaaS organization
Strong people leader who builds accountable, motivated teams and manages performance with clarity and empathy
Demonstrated experience driving retention, expansion, and renewal outcomes with commercial ownership
Executive presence and confidence engaging senior stakeholders and navigating complex customer relationships
Operationally minded with excellent judgment, prioritization, and problem-solving skills
Clear, persuasive communicator with strong presentation and influence across functions
Skilled in using CRM and success platforms (e.g., Salesforce, Planhat, Totango) to manage performance and insights
Comfortable working across global teams and time zones in a fast-paced, evolving environment

Donât worry if you donât tick every box in order to apply, weâre always happy to review applications and take all experience into consideration. We do our best to provide feedback where we can!

Why work with us?

Competitive salary and company ESOP
Comprehensive private health insurance scheme and 401k
25 days PTO + 1 annual company wellness day off
Work in a fun and supportive environment with regular team events
Excellent career progression - take LearnUpon where you think it can go

What is the Hiring Process?

Qualified applicants will be invited to schedule a screening call
Successful candidates will then be invited to a hiring manager interview
If successful, candidates will be invited to deliver a practical presentation to demonstrate their strategic and leadership qualities for this role
Lastly, successful candidates will have a short interview with a member of our C-Suite

By applying for this job, you agree to LearnUpon's Privacy Policy. Find out more about our privacy policy here.

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.

Visit our Careers site to find out more about working for LearnUpon, and check us out on Instagram.

Original Job Description

LearnUpon is seeking a Director, Customer Success to join our team. This is a hybrid role, working three days per week from LearnUpon's Salt Lake City office.

What will I be doing?

Lead & Inspire: Build, coach, and develop a high-performing Customer Success team that consistently delivers results and embodies accountability, collaboration, and action bias
Operational Excellence: Ensure playbooks for onboarding, value realization, expansion, and renewal are executed with precision. Standardize processes and maintain clear visibility into performance metrics, forecasts, and pipeline health
Customer Outcomes: Drive adoption, retention, and growth across the customer base. Contain escalations swiftly, ensuring customer trust and partnership remain strong
Cross-Functional Partnership: Collaborate with Sales, Support, Implementation, Finance, and Product to deliver a seamless, end-to-end customer experience
Performance Management: Track team and customer performance against KPIs (GRR, NRR, retention, expansion). Identify opportunities for improvement and implement data-driven actions
Leadership & Strategy: Partner with senior CX leadership to shape team structure, hiring plans, and go-to-market alignment. Champion innovation and continuous improvement in how LearnUpon drives customer value

What skills do I need?

Proven success leading high-performing Customer Success teams within a SaaS organization
Strong people leader who builds accountable, motivated teams and manages performance with clarity and empathy
Demonstrated experience driving retention, expansion, and renewal outcomes with commercial ownership
Executive presence and confidence engaging senior stakeholders and navigating complex customer relationships
Operationally minded with excellent judgment, prioritization, and problem-solving skills
Clear, persuasive communicator with strong presentation and influence across functions
Skilled in using CRM and success platforms (e.g., Salesforce, Planhat, Totango) to manage performance and insights
Comfortable working across global teams and time zones in a fast-paced, evolving environment

Donât worry if you donât tick every box in order to apply, weâre always happy to review applications and take all experience into consideration. We do our best to provide feedback where we can!

Why work with us?

Competitive salary and company ESOP
Comprehensive private health insurance scheme and 401k
25 days PTO + 1 annual company wellness day off
Work in a fun and supportive environment with regular team events
Excellent career progression - take LearnUpon where you think it can go

What is the Hiring Process?

Qualified applicants will be invited to schedule a screening call
Successful candidates will then be invited to a hiring manager interview
If successful, candidates will be invited to deliver a practical presentation to demonstrate their strategic and leadership qualities for this role
Lastly, successful candidates will have a short interview with a member of our C-Suite

By applying for this job, you agree to LearnUpon's Privacy Policy. Find out more about our privacy policy here.

LearnUpon is an Equal Opportunities Employer.

Visit our Careers site to find out more about working for LearnUpon, and check us out on Instagram.

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