Senior Manager, Mid Market Customer Success
At a glance
Senior Customer Success role at LearnUpon. Salt Lake City · no salary stated · we estimate $116,942–$160,000 across the United States.
LearnUpon has not published a salary for this role. The figure below is our estimate, not theirs.
growthroles summary, based on the employer's posting.
What you'll do
- Lead CSMs against retention and growth targets, while helping customers show measurable returns from the platform
- Set consistent business review and success planning practices that connect platform value to customer business goals
- Work with Sales on account plans, then identify and pursue customer expansion opportunities together
- Keep weekly and quarterly renewal, churn-risk, and expansion forecasts current for executive review
- Join customer reviews, renewal talks, and escalations to coach CSMs and address commercial outcomes
What you bring
- At least five years in SaaS customer success or experience, including three years managing individual-contributor teams
- You have owned retention targets, renewal pipelines, and revenue forecasts in B2B SaaS
- You have partnered with Sales on shared account plans and expansion opportunities
- You bring hands-on experience with Salesforce, Planhat, and Gong, plus AI tools to improve efficiency
Who this fits
This suits a commercially focused, hands-on people leader who coaches CSMs directly and owns retention and expansion performance. The role is hybrid, with three workdays each week in the Salt Lake office.
From the employer
Work Mode: Hybrid 3 days per week in our Salt Lake office
Department: Customer Experience
About the Company
LearnUpon partners with over 1,600 organisations globally to unlock the potential of employees, customers & members through learning that’s easy, scalable and focused on results.
Read more about life at LearnUpon here.
About the Team
At LearnUpon, Customer Success is a core engine of our revenue structure. We are seeking a high-energy, commercially minded Senior Manager, Customer Success with relentless hunger, drive, and flawless attention to detail.
About the Opportunity
In this role, you will lead and empower a team of Customer Success Managers (CSMs) to drive predictable business results, maximize Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), and ensure our customers realize measurable ROI from our platform. You will be a hands-on leader who isn't afraid to jump into customer calls, help coach CSMs through complex commercial conversations, lead value realization frameworks, and drive proactive retention and expansion strategies.
In addition, you’ll be responsible for:
- Revenue & Commercial Ownership: Own GRR and NRR targets across your portfolio, driving CS as a core engine of business growth and predictable revenue.
- Value Realization: Standardize frameworks (e.g., business reviews Renewal Plans, Success Plans) that prove platform value realization and align customer goals to business outcomes.
- Shared Expansion Strategy: Partner with Sales to identify, qualify, and co-execute expansion paths, through disciplined value selling.
- Forecasting Rigor: Maintain rigorous weekly/quarterly forecasts for renewals, churn risk, and expansion pipeline for executive visibility.
- Active Leadership on Customer Calls: Join business reviews, renewal negotiations, and escalations to coach CSMs in real time, driving expansion/retention strategies, and securing commercial outcomes.
- Proactive Risk Mitigation: Establish early-warning health triggers and swift turnaround playbooks to systematically eliminate churn risks.
- Operational Excellence & Precision: Ensure strict data hygiene across CX tools (Salesforce, Gong, Planhat) for accurate health scores, deal stages, and forecasts.
- Team Leadership & Commercial Coaching: Scale and mentor a high-performing team, instilling commercial discipline, value-realization acumen, and strict accountability.
- Cross-Functional Collaboration: Partner with Sales, Marketing, Support, and Product to optimize handoffs, accelerate adoption, and inform product strategy.
Skills & Experience
- 5+ years in SaaS Customer Success/Experience roles, with 3+ years directly managing IC teams.
- Proven Commercial & Retention Track Record: Owning GRR/NRR targets, managing renewal pipelines, and delivering tight revenue forecasts in B2B SaaS.
- Cross-Functional Revenue Alignment: Track record of partnering with Sales to build joint account strategies and drive expansion.
- Value-Selling Expertise: Strong mastery of value realization storytelling, executive alignment, and complex renewal negotiations.
- High Hunger & Drive: A proactive, target-obsessed leader focused on exceeding team quotas and driving high performance.
- Attention to Detail: Rigorous discipline in CRM hygiene, pipeline accuracy, health tracking, and deal structuring.
- Hands-on Leadership: Direct experience joining calls, de-escalating tough accounts, and coaching CSMs live.
- Data & Tech Stack Proficiency: Hands-on experience using CS platforms and CRMs (Salesforce, Planhat, Gong) to track metrics and drive visibility. Experience using AI tools to streamline tasks and improve efficiencies.
*If you don’t tick every box but believe this role is a mutually good fit, please don’t hesitate to apply. We’d love to hear from you.
Why choose LearnUpon?
- From comprehensive rewards and generous time off to meaningful investment in your growth and development, LearnUpon gives you the support, trust, and opportunity to do the most impactful work of your career.
- Learn more here.
Hiring Process
Our typical process generally works as follows:
- Qualified applicants may be invited to an initial screening call with a member of our TA Team.
- Successful candidates will then be invited to a series of practical interviews.
- Finally, candidates will have an interview with our CRO.
- The successful candidate will be contacted with an offer to join our team.
Note: At LearnUpon, we utilise AI to enhance the speed and quality of our screening and assessment practices, but our hiring decisions are always human.
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.
Check out our Careers site and Instagram to learn more about working at LearnUpon.
By submitting your application, you agree to LearnUpon's Privacy Policy.
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