Customer Success Manager, Mid-Market

LearnUpon; Dublin; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

LearnUpon is seeking a Customer Success Manager to manage a portfolio of high-value customers, driving retention and long-term value for our SaaS platform. You’ll lead consultative engagements, success planning, and expansion opportunities while collaborating with cross-functional teams.

You will own renewals, expansion opportunities, and ensure customers achieve measurable outcomes through LearnUpon. Travel may be required for onsite visits and conferences in the EMEA region.

Qualifications

• 2–4 years experience in Customer Success or related SaaS role.
• Proven success managing enterprise/high-value customer relationships and driving retention.
• Consultative, value-led mindset focused on meaningful outcomes.
• Commercial awareness with renewal/expansion experience.
• Strong communication and presentation skills across stakeholders.
• Ability to manage multiple priorities in a portfolio.
• Good judgement and problem-solving in complex situations.
• Willingness to travel for onsite visits and conferences.

Responsibilities

• Own a portfolio of customers and ensure defined business outcomes and value realization.
• Develop deep understanding of customer objectives and align LearnUpon solutions to measurable success metrics.
• Lead structured success planning and ongoing engagement, including business reviews.
• Ensure renewals and expansion through value demonstration and proactive planning.
• Act as trusted advisor, guiding customers toward improved outcomes amid change.
• Identify expansion opportunities based on outcomes and usage to support growth.
• Collaborate with Implementation, Support, and Solutions teams for a seamless experience.
• Maintain strong operational discipline with account insights and prioritisation.

Skills

Customer Success

Account Management

SaaS

Enterprise relationships

Commercial awareness

Communication

Prioritisation

Problem solving

Travel willingness

Job description

Work Mode:Hybrid 3 days per week in our Dublin office

Department:Customer Experience

About the Company

LearnUpon partners with over 1,600 organizations globally to unlock the potential of employees, customers & members through learning that's easy, scalable and focused on results.

The LearnUpon Customer Success team is a global group operating within a collaborative, supportive environment where collective accomplishments are celebrated. Members of this team take deep ownership of their portfolios across the US, EMEA, and APAC regions, acting as trusted advisors to ensure clients achieve meaningful business outcomes. With a sharp focus on protecting and growing revenue, they proactively secure customer retention and unlock strategic expansion opportunities by consistently demonstrating ROI and leveraging data-driven health insights. Additionally, they work cross-functionally across multiple time zones, partnering closely with internal Product and Sales teams to advocate for client needs and directly influence the product roadmap.

About the Opportunity

The Customer Success Manager is responsible for managing a portfolio of high-value customers, ensuring they achieve meaningful outcomes and realize long-term value through LearnUpon. This role combines consultative engagement, structured success planning, and commercial awareness. You will act as a trusted advisor, leading with curiosity, aligning to customer objectives, and guiding them toward sustained success while identifying opportunities to expand value. This role is focused on delivering strong outcomes and retention, owning renewal readiness, and expansion opportunities.

In addition, you'll be responsible for:

• Own a portfolio of customers, ensuring they achieve defined business outcomes and realize measurable value through LearnUpon
• Develop a deep understanding of customer objectives and align LearnUpon solutions to clear, trackable success metrics
• Lead structured success planning and ongoing engagement, including business reviews and outcome-focused conversations
• Ensure customers are positioned for successful renewals and expansion through consistent value demonstration and proactive planning
• Act as a trusted advisor, using curiosity and insight to guide customers toward improved outcomes and navigate change
• Identify expansion opportunities based on customer outcomes and usage to support growth conversations
• Collaborate cross-functionally with Implementation, Support, and Solutions teams to deliver a seamless customer experience
• Maintain strong operational discipline, including account insights, prioritization, and contributing to initiatives that improve team performance and customer outcomes

Skills & Experience

Must-Haves

• 2-4 years experience in Customer Success, Account Management, or a consultative customer-facing role within SaaS
• Proven success managing and growing relationships with Enterprise or high-value customers, with a track record of driving retention and expansion through strong customer outcomes
• A consultative, value-led mindset, leading with curiosity, ownership, and a focus on helping customers achieve meaningful results
• Commercial awareness, with confidence supporting renewal and expansion conversations as a natural extension of value delivered
• Strong communication and presentation skills, with the ability to engage and influence a range of stakeholders
• Ability to manage competing priorities across a portfolio of customers
• Sound judgment and problem-solving ability in complex or ambiguous situations
• Willingness to travel periodically for customer onsite visits and conferences based on business needs

Nice-to-Haves

• 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 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.

• Qualified applicants may be invited to an initial screening call with a member of our TA Team
• Successful candidates will be invited to a series of practical interviews
• Finally, candidates will have an interview with our COO
• Successful candidates will be contacted with an offer to join our team

Note: At LearnUpon, we utilize 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.

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