Customer Success Manager, Essentials

About the role

The Customer Success Manager, Essentials role is responsible for managing a broad portfolio of customers, ensuring they achieve meaningful outcomes and ongoing value through LearnUpon. This role focuses on scale, consistency, and execution, combining digital engagement, structured success programs, and proactive outreach to support customers efficiently.

Responsibilities

• Manage a large portfolio of customers through scalable, one-to-many engagement, ensuring they achieve defined outcomes and realize value
• Execute digital success programs, including automated journeys, campaigns, and targeted outreach across customer segments
• Use data and customer signals to prioritize engagement, identify risk, and trigger the right actions at scale
• Deliver timely, high-quality support through efficient, structured interactions and self-service enablement
• Position customers for renewals and expansion through consistent, programmatic value communication, stepping in 1:1 when risk or opportunity requires deeper ownership
• Identify opportunities to expand usage and value across segments, supporting growth through data-driven success motions
• Transition from scaled to targeted 1:1 engagement when needed to secure outcomes, particularly in renewal and high-impact scenarios
• Prepare content and host office hours / webinars that educate users at scale on how to fully utilize the platform
• Collaborate cross-functionally to deliver a consistent and scalable customer experience
• Maintain strong operational discipline, including data accuracy, activity tracking, and adherence to defined processes

Requirements

• 1–3+ years experience in SaaS, consulting, operations, or an equivalent field
• Proven ability to manage a high volume of customer interactions while maintaining quality and consistency
• Strong execution mindset with the ability to follow and improve structured processes
• Comfort working in a data-driven, high-volume environment, prioritizing effectively across a large portfolio
• Customer-first mindset with a focus on delivering value and positive outcomes
• Strong communication skills and attention to detail
• Curiosity and a willingness to learn new tools, technologies, and approaches, with a genuine enthusiasm for AI and a habit of experimenting with new tools, staying on top of emerging developments, and finding practical ways to amplify impact

Qualifications

• Nice-to-Haves include experience in eLearning, EdTech, or Learning Management Systems
• Familiarity with customer success platforms such as Planhat
• Experience working cross-functionally in a SaaS environment