Director, Customer Success

LearnUpon is seeking a Director, Customer Success to join our team. This is a hybrid role, working three days per week from LearnUpon's Salt Lake City office.

With offices in Dublin (our HQ), Salt Lake City, Philadelphia, Belgrade, 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 are looking for a highly motivated and results-oriented Director of Customer Success to lead our Customer Success team and drive exceptional value for our clients. This is a critical leadership role for a fast-paced, evolving SaaS company, requiring a strategic leader with a proven track record of improving Gross Revenue Retention (GRR) and accelerating Net Revenue Retention (NRR). You will be responsible for defining and executing the Customer Success strategy, ensuring high standards across all team operations, and championing a culture focused on customer outcomes and revenue growth. 

What will I be doing?

You’ll lead a key segment of the Customer Success organization to deliver measurable customer and business outcomes, ensuring your team executes with excellence, consistency, and urgency. You’ll focus on driving renewals, expansion, and customer value across your segment, empowering your CSMs to perform at a high level and embody LearnUpon’s customer-first culture.

• Lead & Inspire: Build, coach, and develop a high-performing Customer Success team that consistently delivers results and embodies accountability, collaboration, and action bias
• Operational Excellence: Ensure playbooks for onboarding, value realization, expansion, and renewal are executed with precision. Standardize processes and maintain clear visibility into performance metrics, forecasts, and pipeline health
• Customer Outcomes: Drive adoption, retention, and growth across the customer base. Contain escalations swiftly, ensuring customer trust and partnership remain strong
• Cross-Functional Partnership: Collaborate with Sales, Support, Implementation, Finance, and Product to deliver a seamless, end-to-end customer experience
• Performance Management: Track team and customer performance against KPIs (GRR, NRR, retention, expansion). Identify opportunities for improvement and implement data-driven actions
• Leadership & Strategy: Partner with senior CX leadership to shape team structure, hiring plans, and go-to-market alignment. Champion innovation and continuous improvement in how LearnUpon drives customer value

What skills do I need?

• Proven success leading high-performing Customer Success teams within a SaaS organization
• Strong people leader who builds accountable, motivated teams and manages performance with clarity and empathy
• Demonstrated experience driving retention, expansion, and renewal outcomes with commercial ownership
• Executive presence and confidence engaging senior stakeholders and navigating complex customer relationships
• Operationally minded with excellent judgment, prioritization, and problem-solving skills
• Clear, persuasive communicator with strong presentation and influence across functions
• Skilled in using CRM and success platforms (e.g., Salesforce, Planhat, Totango) to manage performance and insights
• Comfortable working across global teams and time zones in a fast-paced, evolving environment

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!

Why work with us?

• Competitive salary and company ESOP
• Comprehensive private health insurance scheme and 401k
• 25 days PTO + 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?

• Qualified applicants will be invited to schedule a screening call
• Successful candidates will then be invited to a hiring manager interview
• If successful, candidates will be invited to deliver a practical presentation to demonstrate their strategic and leadership qualities for this role
• Lastly, successful candidates will have a short interview with a member of our C-Suite

By applying for this job, you agree to LearnUpon's Privacy Policy. Find out more about our privacy policy here.

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.

Visit our Careers site to find out more about working for LearnUpon, and check us out on Instagram.