Customer Success Manager

About Learning Pool

Learning Pool is a rapidly expanding digital learning company supporting more than 2,000 customers and 24 million learners worldwide. The company develops content and technology that help modern leaders and teams learn effectively, combining innovative tools with creative content that is built, delivered, and supported in-house. A strong focus on customer outcomes, long-term value, return on investment, and responsive service sits at the heart of the business.

The organisation welcomes candidates from many different backgrounds and operates with a distributed workforce across Europe and North America, alongside office-based teams. It places importance on inclusive collaboration and on building software in a sustainable way. This is an opportunity to join a team working at the intersection of customer success and online learning.

Role Overview

The Customer Success Manager will act as a strategic partner to customers, helping them achieve meaningful learning results through the platform. The position is centred on strengthening customer loyalty, improving product adoption, and supporting retention, while also working with the Sales team to uncover account growth opportunities that emerge from trusted customer relationships.

You will oversee a portfolio of mid-market and enterprise customers, guiding them from onboarding through renewal and serving as a dependable advocate for both the customer and the business.

Key Responsibilities

• Manage the full post-sale customer journey for a portfolio of mid-market and enterprise accounts, including onboarding, success planning, adoption support, business reviews, and renewals.
• Develop durable customer partnerships that increase usage, strengthen loyalty, and support gross retention goals.
• Spot potential account risks early and work with customers and internal teams to address issues and protect retention.
• Serve as a trusted advisor who helps customers gain the most value from the platform and adapt successfully to change.
• Work closely with Customer Account Executives to identify upsell and cross-sell opportunities based on a deep understanding of customer priorities.
• Lead customer business reviews and interpret usage data, success measures, and outcome trends.
• Collaborate across Sales, Support, Product, and Marketing to collect customer feedback and contribute to improvements in product and process.
• Promote the platform across multiple stakeholder groups and seniority levels within customer organisations.
• Deliver against customer success goals, including renewal retention, NPS, and customer health scores.

Candidate Profile

• Demonstrated success in building and expanding long-term B2B customer relationships as a dependable business partner.
• Experience managing mid-market and enterprise customers, with responsibility for renewals and strong retention outcomes.
• A customer-first approach with a genuine drive to create excellent experiences and maximise product value.
• Commercial judgement to support sales growth opportunities while preserving customer trust.
• Excellent communication skills and the ability to build strong relationships with customers and internal stakeholders at all levels.
• A results-oriented mindset with attention on measurable outcomes such as gross retention, renewals, and NPS.
• Comfort working with SaaS technology and curiosity to become highly knowledgeable about the product.
• Experience working collaboratively across functions to achieve shared goals and improve customer results.
• Prior experience in a customer-facing position, ideally within a VC/PE-backed SaaS or learning and development environment.

Additional Information

This role is remote and based in the United States. It is a full-time position. No salary, number of vacancies, start date, or application deadline was specified in the source information.