Customer Success Manager

Learning Pool is a leader in e-learning innovation, empowering organizations with data-driven digital learning solutions. The Customer Success Manager will build long-term customer relationships, drive adoption, and ensure strong retention while supporting the Sales team in identifying growth opportunities.

Responsibilities:

• Owning the post-sales relationship for a portfolio of mid-market and Enterprise customers, including onboarding, success planning, platform adoption, business reviews, and renewals
• Building strong, long-term customer relationships to drive product usage, loyalty, and Gross Retention Rate (GRR)
• Proactively identifying customer risks and working closely with customers and internal teams to resolve issues and ensure retention
• Acting as a trusted advisor to customers, helping them maximize value from the platform and supporting them through change and adoption
• Partnering closely with Customer Account Executives (CAEs) by identifying upsell and cross-sell opportunities based on a deep understanding of customer needs
• Initiating and leading customer business reviews, including analyzing usage, success metrics, and outcomes
• Working cross-functionally with Sales, Support, Product, and Marketing to gather customer feedback and contribute to product and process improvements
• Evangelizing the platform across multiple stakeholder groups and levels within customer organizations
• Meeting Customer Success targets, including renewal retention rate, NPS and customer Health Scores

Requirements:

• Experience managing and growing long-term B2B customer relationships, acting as a trusted partner to help customers solve complex business challenges
• The ability to manage a portfolio of mid-market to Enterprise customers, driving renewals and high levels of retention
• A strong passion for delivering exceptional customer experiences and helping customers realise maximum value from the product
• Comfort supporting Sales by identifying growth opportunities within accounts while maintaining customer trust
• The ability to communicate clearly and build positive relationships with customers and internal stakeholders at all levels
• A focus on achieving measurable outcomes, including GRR, renewal targets, and NPS
• Confidence working with SaaS technology and a desire to become a product expert
• Experience working cross-functionally to deliver shared goals and improve customer outcomes
• Working in a customer-facing role, ideally within a VC/PE backed SaaS or L&D environment, with a genuine passion for Customer Success