Senior Customer Success Manager - U.S. Remote

CYPHER Learning is leading the necessary disruption of learning platforms to unleash human potential with modern learning experiences. As a Senior Customer Success Manager, you will manage a portfolio of strategic customers, drive retention and growth, and collaborate with cross-functional teams to enhance the customer experience.

Responsibilities:

• Own a portfolio of strategic and enterprise customers, with accountability for retention, renewal outcomes, and expansion
• Lead end-to-end renewal strategy, including executive alignment, commercial negotiations, and order execution
• Build and maintain executive-level relationships, positioning yourself as a trusted advisor to key stakeholders
• Develop and execute account success plans aligned to customer goals, business outcomes, and measurable value
• Drive adoption and value realization across customer organizations to support long-term success and renewal strength
• Lead Executive Business Reviews (EBRs) and strategic planning sessions that reinforce value and uncover growth opportunities
• Proactively identify risks and implement mitigation strategies to protect renewals and customer health
• Identify and drive expansion opportunities, including upsell and cross-sell, in close partnership with Sales
• Partner cross-functionally with Product, Support, and other teams to align on priorities and deliver customer outcomes
• Serve as the voice of the customer, translating insights into actionable feedback that informs product and experience improvements
• Track and manage key performance indicators, including customer health, adoption, retention, and growth
• Act as a senior escalation point for complex customer situations, driving resolution and preserving customer trust
• All other duties as assigned

Requirements:

• Bachelor's degree in Business, Communications, Technology, or a related field, or equivalent practical experience required
• 7–10+ years of experience in Customer Success, Account Management, or similar client-facing roles, with a focus on enterprise or strategic accounts across multiple regions required
• Proven track record of driving retention, renewals, and expansion across existing customer portfolios required
• Experience owning end-to-end renewal cycles, including commercial strategy, pricing, negotiation, and closing expansion opportunities required
• Demonstrated ability to engage and influence executive stakeholders (VP to C-level) across complex organizations
• Strong strategic thinking and problem-solving capabilities, with the ability to navigate ambiguity and drive outcomes
• Ability to translate customer goals into measurable outcomes and structured success plans
• Commercial acumen with a consistent ability to identify and convert growth opportunities
• Excellent communication and presentation skills, with the ability to manage complex stakeholder environments
• Experience in SaaS environments required; experience in LMS or HR technology is a strong plus