Customer Success Manager

LearnUpon is looking for a Customer Success Manager to join our team in Sydney. This is a hybrid role, working from LearnUpon's Sydney CBD 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?

• Manage a book of business across the APAC region, supporting customers up to $75k ARR or 7,500 employees
• Focus every interaction on the results customers need from LearnUpon and how we help them discover, deliver, measure, and materialize those results
• Provide a LearnUpon customer experience consistent with our values
• Manage implementation engagements with new customers to ensure they start strong with LearnUpon
• Train admins on best practices, workflows, and platform setup while serving as an ongoing resource
• Collaborate with Support on migrations/integrations and ensure customers complete thorough testing before launch
• Drive growth and renewal through a consistent cadence:
• Executive business reviews (1-4 per year per customer)
• Regular touch points (weekly-quarterly, based on customer needs)
• Renewal forecasting and planning
• Expansion prospecting, opportunity creation, and pipeline management
• Collaborate closely with colleagues in Sales and Business Development to support shared customer goals
• Support internal teams by collaborating on solutions, advising on escalations, and contributing to team and company OKRs
• 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 two 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 working in an adjacent SaaS industry (e-learning, edtech, or HR tech)
• Experience with Planhat or a similar CSP tool

Why work with us?

• Competitive salary and company ESOP.
• Private health insurance contribution & superannuation retirement program.
• 25 days annual leave + 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.

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