[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Learning Pool is among the fastest growing e-learning companies in the world, servicing more than 2,000 customers and 24 million learners globally. The Customer Success Manager will act as a strategic partner to customers, focusing on building long-term relationships, driving product adoption, and ensuring customer retention while supporting the sales team in identifying growth opportunities.ResponsibilitiesOwning the post-sales relationship for a portfolio of mid-market and Enterprise customers, including onboarding, success planning, platform adoption, business reviews, and renewalsBuilding 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 retentionActing as a trusted advisor to customers, helping them maximize value from the platform and supporting them through change and adoptionPartnering closely with Customer Account Executives (CAEs) by identifying upsell and cross-sell opportunities based on a deep understanding of customer needsInitiating and leading customer business reviews, including analyzing usage, success metrics, and outcomesWorking cross-functionally with Sales, Support, Product, and Marketing to gather customer feedback and contribute to product and process improvementsEvangelizing the platform across multiple stakeholder groups and levels within customer organizationsMeeting Customer Success targets, including renewal retention rate, NPS and customer Health ScoresSkillsExperience managing and growing long-term B2B customer relationships, acting as a trusted partner to help customers solve complex business challengesThe ability to manage a portfolio of mid-market to Enterprise customers, driving renewals and high levels of retentionA strong passion for delivering exceptional customer experiences and helping customers realise maximum value from the productComfort supporting Sales by identifying growth opportunities within accounts while maintaining customer trustThe ability to communicate clearly and build positive relationships with customers and internal stakeholders at all levelsA focus on achieving measurable outcomes, including GRR, renewal targets, and NPSConfidence working with SaaS technology and a desire to become a product expertExperience working cross-functionally to deliver shared goals and improve customer outcomesWorking in a customer-facing role, ideally within a VC/PE backed SaaS or L&D environment, with a genuine passion for Customer SuccessCompany OverviewLearning Pool is a full service elearning provider who help organizations maximise the potential of their people. It was founded in 2006, and is headquartered in Derry, Derry, GBR, with a workforce of 201-500 employees. Its website is http://www.learningpool.com.