LearnUpon
Director, Enterprise Customer Success
LearnUpon, Salt Lake City, Utah, United States, 84193
At LearnUpon, we’re seeking a
Director, Enterprise Customer Success
to join our team in 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?Ensure Enterprise Success playbooks for expansion, management, and renewal are practiced consistently and with excellence by every Enterprise CSMLead the partnership between Enterprise Success and Enterprise SalesAdminister renewals in the Enterprise segmentPartner with CX Leadership, Finance, Sales and People Operations to ensure the teams are aligned and our people are thrivingManage, develop, and mentor individual contributors, managers, and sr. managersDeliver business results efficiently and in keeping with our valuesDevelop and guide the team on best practices and processes for performing their duties in keeping with our results-focused customer success philosophyDeliver great commercial outcomes (renewals, expansion)What skills do I need?Ability to motivate & lead your team with relentless positivityAt 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 levelStrong drive for results while delivering a great customer experienceExcellent communication and presentation skills, change-management acumen, attention to detail, and the ability to navigate ambiguityProficiency using Salesforce or a similar CRM systemCreative and analytical thinker with strong problem-solving skillsExperience working with and leading a team across multiple time zonesNot required but considered a plusExperience 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 eventsExcellent career progression - take LearnUpon where you think it can goStructured learning environmentCompetitive salary and company stock options401kComprehensive private health insurance scheme25 days annual leave + 1 annual company wellness day offFlexible Working ArrangementsWhat is the Hiring Process?Qualified applicants will be invited to schedule a 30-minute callSuccessful candidates will then be invited to a series of practical interviewsFinally, candidates will have a short interview with LeadershipSuccessful candidates will be contacted with an offer to join our team
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Director, Enterprise Customer Success
to join our team in 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?Ensure Enterprise Success playbooks for expansion, management, and renewal are practiced consistently and with excellence by every Enterprise CSMLead the partnership between Enterprise Success and Enterprise SalesAdminister renewals in the Enterprise segmentPartner with CX Leadership, Finance, Sales and People Operations to ensure the teams are aligned and our people are thrivingManage, develop, and mentor individual contributors, managers, and sr. managersDeliver business results efficiently and in keeping with our valuesDevelop and guide the team on best practices and processes for performing their duties in keeping with our results-focused customer success philosophyDeliver great commercial outcomes (renewals, expansion)What skills do I need?Ability to motivate & lead your team with relentless positivityAt 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 levelStrong drive for results while delivering a great customer experienceExcellent communication and presentation skills, change-management acumen, attention to detail, and the ability to navigate ambiguityProficiency using Salesforce or a similar CRM systemCreative and analytical thinker with strong problem-solving skillsExperience working with and leading a team across multiple time zonesNot required but considered a plusExperience 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 eventsExcellent career progression - take LearnUpon where you think it can goStructured learning environmentCompetitive salary and company stock options401kComprehensive private health insurance scheme25 days annual leave + 1 annual company wellness day offFlexible Working ArrangementsWhat is the Hiring Process?Qualified applicants will be invited to schedule a 30-minute callSuccessful candidates will then be invited to a series of practical interviewsFinally, candidates will have a short interview with LeadershipSuccessful candidates will be contacted with an offer to join our team
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