Director, Enterprise Customer Success

Who you are

You have a proven track record in customer success leadership, ideally within a SaaS environment, where you've driven retention and renewal strategies for enterprise clients. Your experience includes managing teams and fostering a culture of collaboration and support, ensuring that customer needs are prioritized and met effectively. You understand the importance of aligning customer success initiatives with commercial goals, and you have a strategic mindset that allows you to operate at scale while maintaining a focus on customer satisfaction. You are comfortable working in a hybrid environment, balancing in-office collaboration with remote flexibility. Your leadership style is inclusive and empowering, encouraging team members to take ownership of their roles and contribute to the overall success of the organization.

Desirable

Experience in the Learning Management System (LMS) space or similar industries is a plus, as is familiarity with metrics that drive customer success and retention. You are adept at using data to inform decision-making and can translate insights into actionable strategies that enhance the customer experience. A background in sales or implementation can also be beneficial, as you will work closely with these teams to ensure a seamless customer journey.

What you'll do

As the Director of Enterprise Customer Success, you will be responsible for developing and executing strategies that enhance customer retention and drive long-term value for LearnUpon's enterprise clients. You will oversee a team of customer success managers and implementation specialists, ensuring they have the resources and support needed to succeed. Your role will involve collaborating with sales and product teams to align customer feedback with product development, ensuring that LearnUpon's offerings meet the evolving needs of clients. You will establish key performance indicators to measure success and implement processes that promote efficiency and effectiveness within the customer success organization. Additionally, you will engage with customers directly to understand their challenges and successes, using this insight to refine strategies and improve service delivery.

What we offer

LearnUpon offers a supportive and inclusive work environment where your contributions are valued and recognized. You will have the opportunity to work with a diverse team across multiple locations, fostering a culture of collaboration and innovation. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Our commitment to customer success is at the heart of our mission, and you will play a key role in shaping the future of our enterprise customer experience.