Senior Customer Success Manager
1 day ago
Learn Amp is an award-winning Employee Development Platform. We help our customers drive increased learning, engagement and performance in their people.
Our mission is 'making work life, work better'.
We're fast-growing and looking for a Senior Customer Success Manager to join our talented Customer Success team.
The OpportunityWe are looking for someone who is customer-obsessed You'll be joining a team with an opportunity to make a big impact from Day 1. You'll have the chance to see inside how global businesses approach L&D and have an impact on thousands of people's work-lives.
You will be managing a portfolio of high-value customers, driving product usage and developing strong relationships. In short, you'll help customers get maximum value from Learn Amp.
What you will do- Help customers get the most value from Learn Amp and demonstrate Return On Investment.
- Solve problems and make a real difference, developing an in-depth understanding of the customer's business, needs and challenges to have a big impact.
- Build and expand relationships "high and wide" in customer organisations to expand the relationship footprint.
- Lead regular business reviews with different stakeholders, gaining and providing feedback and exploring more opportunities to work together.
- Manage your customers' renewals, expansions and plans towards their relevant strategic goals.
- Coach customers to measure and share their success stories.
- Be a customer champion, collaborating with other functions to ensure excellent delivery of service, quality of work and the highest level of customer satisfaction possible.
- Monitor customer health to spot customers in need of nurturing and expansion opportunities.
- Identify opportunities for upsell and expansion across your portfolio.
- Communicate strategically: craft comms to suit audience and purpose, with clarity and flair.
- Identify areas where we can optimise our current processes and way of working – we're always striving to improve.
- Communicate strategically: craft comms to suit audience and purpose, with clarity and flair.
- Identify opportunities for upsell and expansion across your portfolio.
- Monitor customer health to spot customers in need of nurturing and expansion opportunities.
- Be a customer champion, collaborating with other functions to ensure excellent delivery of service, quality of work and the highest level of customer satisfaction possible.
- Coach customers to measure and share their success stories.
- Manage your customers' renewals, expansions and plans towards their relevant strategic goals.
- Lead regular business reviews with different stakeholders, gaining and providing feedback and exploring more opportunities to work together.
- Build and expand relationships "high and wide" in customer organisations to expand the relationship footprint.
- Solve problems and make a real difference, developing an in-depth understanding of the customer's business, needs and challenges to have a big impact.
Requirements
- You'll have 4+ years' experience working as a Customer Success Manager or similar role at a B2B company.
- You have a proven record of successfully managing a portfolio of high value or enterprise customers - ideally, you've worked in Learning and Development, HR or Education space.
- You'll have a natural coaching style – a knack for asking great questions and building up a consultative partnership with customers. You're great at understanding your customers' business goals and working with the customer to solution against these.
- You'll have experience managing commercial renewal and upsell negotiations and a track record of increasing ARR across your customer portfolio.
- You're happy to roll up your sleeves and get stuck in - a fast-paced, start-up/scale-up environment excites you. Things change daily so you're adaptable and enjoy frequent feedback to help drive continual improvement.
- You're confident in engaging with senior stakeholders, executives, and C-suite leaders.
- It's essential that you're tech-savvy. Ideally, you're familiar with LMS and LXP systems. Bonus points if you're familiar with tools such as HubSpot, Pendo, Totango and Monday.com
- Clear, confident and persuasive communicator — you build rapport quickly and create strong relationships.
- A coaching approach – you know how to ask the right questions at the right time, to help customers unlock their own solutions.
- An eye for detail and spotting patterns – you're comfortable reviewing data and drawing conclusions to decide action.
- You get things done—you recognise that perfect can get in the way of good so instead you look to experiment and iterate, fast.
- A creative mind who enjoys problem solving, getting results and continuous improvement.
- Technology-savvy: comfortable learning new systems and using multiple tools.
- Ability to prioritise, multi-task and perform effectively under pressure.
- Technology-savvy: comfortable learning new systems and using multiple tools.
- A creative mind who enjoys problem solving, getting results and continuous improvement.
- You get things done—you recognise that perfect can get in the way of good so instead you look to experiment and iterate, fast.
- An eye for detail and spotting patterns – you're comfortable reviewing data and drawing conclusions to decide action.
- A coaching approach – you know how to ask the right questions at the right time, to help customers unlock their own solutions.
- You're confident in engaging with senior stakeholders, executives, and C-suite leaders.
- You're happy to roll up your sleeves and get stuck in - a fast-paced, start-up/scale-up environment excites you. Things change daily so you're adaptable and enjoy frequent feedback to help drive continual improvement.
- You'll have experience managing commercial renewal and upsell negotiations and a track record of increasing ARR across your customer portfolio.
- You'll have a natural coaching style – a knack for asking great questions and building up a consultative partnership with customers. You're great at understanding your customers' business goals and working with the customer to solution against these.
- You have a proven record of successfully managing a portfolio of high value or enterprise customers - ideally, you've worked in Learning and Development, HR or Education space.
We look for people who share our values and want to contribute to building our culture.
- Integrity: we're open, authentic, comfortable being vulnerable and practice 'benevolent honesty'.
- Innovation: we have a natural curiosity and we're comfortable with creative tension.
- Impact: we focus on delivering a positive impact, quickly; we're solutions and action orientated.
- Ownership: we're self-starters and motivated to manage ourselves; we're resilient.
- Impact: we focus on delivering a positive impact, quickly; we're solutions and action orientated.
- Innovation: we have a natural curiosity and we're comfortable with creative tension.
Benefits
- Salary: £50,000—£60,000 plus commission (dependent on prior experience).
- Holidays: 25 days paid holiday, increasing with tenure, plus the option to buy additional leave.
- Bank Holiday Substitution: Flexibility to use bank holidays elsewhere in the year.
- Work-from-anywhere: 25 days work-from-anywhere, increasing with tenure.
- Sabbatical Leave: Option after 5 years.
- Employee Options Scheme: Available after 12 months.
- Flexibility: This role offers a very flexible hybrid working model.
- Equipment: Work laptop and £250 office equipment budget.
- Health Insurance: Private medical insurance with Vitality.
- Eye Test: Annual eye test.
- Cycle to Work Scheme: Available.
- Employee Perks Program: Perks at Work.
- Company Social Events: Monthly events and quarterly All Hands Days.
- Learning and Development: Commitment to your ongoing learning and development - it's in our DNA
At Learn Amp, we embrace diversity and foster an inclusive environment for people to feel fulfilled at work. This is central to our mission 'making work life, work better'.
Our team comes from a variety of backgrounds, and we know that some people are less likely to apply for the role unless they're 100% qualified — if you're unsure, please apply.
We hire on a rolling basis, please apply early. Due to the high volume of applicants we receive, we regret that we're unable to reply to everyone. We only contact people who we'd like to shortlist to take part in our interview process. Thanks for your understanding.
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