Priority Customer Success Manager

LearnUpon is looking for a Priority Customer Success Manager to join our team. This is a hybrid role, working 2-3 days per week from LearnUpon's Salt Lake City office.

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 lots of diverse cultures, backgrounds, and experiences that puts 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're always striving for the best solution (not the easy one). We’re proud of our success and we’re humble and hungry to achieve more. 

We’re growing our Customer Success team to keep pace as more customers sign on. We need to hire a curious and self-motivated individual to work with our Priority team managing a large group of customers at scale.

By championing simple, learner-centric experiences and results-focused support, we make it easy for businesses to deliver learning that impacts what matters: performance, retention, and growth. LearnUpon Customer Success works directly with customers to understand the results they’re seeking and craft solutions that help deliver them.

What will I be doing?

• Triage and respond to customer queries in a timely way.
• Focus every interaction with customers on the results they need from LearnUpon and how we can help them discover, deliver, measure and materialize those results.
• Provide a LearnUpon customer experience consistent with our values. 
• Communicate on behalf of the team with other team’s including Product, Sales, etc ensuring team priorities are communicated and the feedback loop back to the team is complete.
• Proactively reach out at scale:
• Brainstorm in group discussions around outreach campaigns.
• Take lead on tasks related to outreach initiatives.
• Work on team projects that deliver consistent improvement to our practice and directly impact the company’s bottom line.
• Provide support internally and externally:
• Work with the Priority team management to keep the team on track with goals/targets.
• Identify opportunities for customers to expand the value they get from LearnUpon..
• Develop a personal career path that includes continuous learning.

What skills do I need?                                                                               

• Ability to maintain motivation and positivity in a fast-paced, changing environment.
• At least one year experience in a Customer Success Team or equivalent role.
• Strong drive for results, while retaining a focus on consistently delivering a great customer experience.
• Collaborative working practice and a strong focus on open communication, ensuring that customers needs and opportunities are clear across the business.
• Get-it-done mindset: not afraid to roll up your sleeves, find and research a creative solution or share ideas around improvements.
• Excellent communication skills, attention to detail, and the skill of dealing with ambiguity.
• Aptitude and curiosity learning new technologies.
• Proficiency using Salesforce or a similar CRM system.
• Creative and analytical thinker with strong problem-solving skills.
• Experience working cross functionally with a team spanning multiple time zones.

Don’t worry if you don’t tick every box in order to apply, we’re always happy to review applications and take all experience into consideration. We do our best to provide feedback where we can!

Not required but considered a big plus

• Experience of working in the learning space (e-learning, edtech, or learning management).
• Experience with Planhat or a similar CSP tool.

Why work with us?

• Competitive salary and company ESOP.
• Comprehensive private health insurance scheme and 401k.
• 25 days Paid Time Off + 1 annual company wellness day off. 
• Work in a fun and supportive environment with regular team events.
• Excellent career progression - take LearnUpon where you think it can go.

What is the Hiring Process?

Our typical process generally works as follows:

• Qualified applicants will be invited to schedule a screening call.
• Successful candidates will then be invited to a series of practical interviews.
• Finally, candidates will have a short interview with a member of our C-Suite Team.
• The successful candidate will be contacted with an offer to join our team.

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.

Visit our Careers site to find out more about working for LearnUpon, and check us out on Instagram.