Wherever you find ambitious companies investing in their people, you’ll find Learning Pool
Learning Pool creates learning experiences that deliver extraordinary employee performance outcomes for companies and their people. Global organizations choose Learning Pool for its comprehensive, data-driven digital learning solutions. Learning Pool’s passion for impact, innovation, and people is why they stay. As a leader in e-learning innovation, we empower over 1,200 organizations globally and millions of learners through our engaging courses, advanced platforms, insightful analytics, and tailored content solutions.
Our dedication to excellence is demonstrated by accolades such as Platinum Investors in People and triple Gold at the 2024 Learning Technologies Awards. We are also recognized as a Great Place to Work in the UK and North America 2024, and proudly hold B Corp certification, reflecting our commitment to social and environmental responsibility. Be it for onboarding, upskilling, compliance, or the whole business, Learning Pool develops an effective and agile workforce through learning. Wherever you find ambitious companies investing in their people, you’ll find Learning Pool.
So if you’ve got what we’re looking for and the desire to join a team that values creativity and empowerment, then get in touch.
About the role
Leading a team of Customer Success Managers and Customer Success Specialists, the Manager of Customer Success will lead efforts to build loyalty and ensure long-term customer retention, understanding customer needs, and helping them derive maximum value from Learning Pool solutions.
As a Manager of Customer Success, you’ll be responsible for fostering strong relationships, driving customer satisfaction, and managing renewals to support retention and growth. The ideal candidate is passionate about providing exceptional customer experiences and enjoys working cross-functionally to solve challenges and identify new opportunities. You will be reporting to Global SVP of Customer Success.
Location: Flexible within the USA (Central/Eastern timezones). Candidates must have eligibility to work without the requirement of visa sponsorship by Learning Pool.
For more information about our benefits and why you should join learning pool, read more here: https://learningpool.com/why-work-for-learning-pool/
What you will be doing
Roles and responsibilities will include:
- Lead, mentor, and inspire a team of Customer Success Managers and Customer Success Specialists, ensuring they are aligned with best practices and customer-centric goals.
- Taking ownership and responsibility for the delivery of the team’s customer renewals, ensuring all renewals are closed early or on time.
- Supporting the team with complex customer issues and renewals to ensure an exceptional customer experience and a high rate of retention.
- Maintain key customer health metrics, proactively identify risk factors, and work with the team to address potential issues. Ensure data-driven decisions by monitoring trends, feedback, and engagement patterns.
- Providing market insight to the product management function to ensure the Learning Pool solution roadmap remains at the forefront of the e-learning industry.
- Managing and monitor the QBR process, working with the team to identify challenges and risks
- Recruiting, leading and developing a team of Customer Success Managers/Customer Success Specialists, supporting them in the customer journey and improving the value to the customer of their Learning Pool solutions.
- In collaboration with other Learning Pool functions, such as Customer Support, Customer Education, Professional Services and Solution Engineering, deliver an outstanding and seamless client experience for customers, including a demonstrable return on their investment.
- Working with finance and legal teams to support the business with contracting, invoicing and payments.
- Be open, collaborative, and customer-focused in all communications and transactions both internally and externally.
Who we are looking for
The candidate will demonstrate:
- A proven track record: You will have previous work experience as a manager where your team has prioritised building lasting and long-term relationships with B2B customers. This experience will be gained preferably with customers in the HCM/Learning Technologies industry.
- Leadership: You will have proven your ability to manage result orientated teams, optimising productivity and customer contact cadence through the renewal cycle
- Customer service oriented: You will be passionate about getting the best value for our customers and displaying commitment to delivering an extraordinary customer experience.
- Communications: You will have an exceptional ability to communicate and foster positive business relationships both with customers and colleagues at all levels.
- Technical experience: You will be extremely comfortable with technology, with a curiosity to understand our products and an ability to navigate these successfully.
- Critical thinking: You will have the ability to logically and creatively assist customers with their business challenges.
- Organisational skills: You will have excellent time management skills with the ability to organise, prioritise and execute on multiple tasks, taking accountability for delivering on promises.
- Building relationships: You will be able to work with the wider Learning Pool team to ensure customers receive the full benefit of working with an innovative and customer-focused partner.
- Innovation: You will have a focus and passion for continuous improvement, constantly ensuring that our practices, approach and interactions are optimised and the best in the market
- Adaptability: You will have experience of working in a dynamic environment where you have been comfortable with change. You have a positive and agile mindset, asking "What can we do to make this happen?" rather than "I don't know how this would work?"
Working at Learning Pool
With over 450 people across seven offices globally, the Learning Pool team is filled with people who have a real passion for what they do and a fresh approach to partnering with customers.
Learning Pool is a Platinum Investor in People, listed annually in the Great Places to Work for and wins numerous industry awards for our work with clients including the Queen's Award for Enterprise (Innovation) and recent Brandon Hall, Learning Technologies, e-Learning Industry, Stevie Customer Service and Institute of Customer Service awards. In addition, the Group is the only Strategic Leader offering Lower Total Cost of Ownership solutions in the 2022 Fosway Digital Learning 9-Grid.
Working Environment:
This job operates in a professional home office environment. It is expected the employee has a separate dedicated working space within their home. This role routinely uses standard office equipment and productivity tools such as computers, phones, email, instant messaging, Google collaborative tools, and project management platforms.
Mental Requirements:
Judgment, reasoning and decision-making, interpersonal interactions, memorization, strong organizational skills, math skills, simple and complex reading and writing, critical problem solving, significant attention to detail, critical thinking, and development of action plans.
Physical Demands:
While performing the duties of this job, the employee is regularly required to see, talk, and hear. The employee frequently is required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Long hours working at the computer, using a mouse, and a keyboard.
Learning Pool is an equal opportunity employer.
Closing date for receipt of applications is 6th December at 5pm UK time. If you have any queries about your application, please email jobs@learningpool.com
