Customer Success Manager III

Location: UK (Remote)

£45,000 -55,000 + 15% OTE

About the Role

Customer Success at Learnerbly

At Learnerbly, we’re on a journey to redefine what it means to be Customer Success (CS). Our mission is to deliver value to our customers and secure revenue for the business.

Our CS team prides itself on developing and maintaining ongoing relationships with our customers. As a team, we partner with some of the most forward-thinking and innovative companies in the world. 🌏

We’ve tripled our headcount in the last three years and as Learnerbly looks to scale, so are we. We’re building the foundations of something remarkable here and now we’re looking to expand our team of Customer Success Managers to help take our team to new heights!

Reporting into Nayab Cheema, CS Lead, you’ll have the opportunity to shape the CS team, our process and CS strategy as we prepare for our next stage of growth! 🚀

Joining us at this early stage will give you the opportunity to work alongside and collaborate with other functions such as Product, Sales, Operations, Learning Curation and Partnerships.

Here’s what you’ll be getting up to:

• Managing a portfolio of high-value clients and their key touch points, onboarding, renewals - feeding back valuable product insights and communicating impact to the wider business
• Building relationships with key stakeholders and understanding their L&D challenges, the wider market, and gathering feedback on our product. Our team amplifies the voice of our customer internally- you’ll play a critical role in this.
• Provide expert guidance and support to our clients on how they can make the most of Learnerbly, whether that be best practice, info about new features or proactively monitoring and driving adoption of Learnerbly
• Own the contract lifecycle, leading internal discussions to cover contract extensions, renewals, upsells or revised business strategies, always aiming to increase Net Revenue Retention (NRR)
• Establish and manage a successful account management plan through regular health checkpoints and usage metrics
• Identify new areas for business and growth with existing product initiatives and supporting new business growth by increasing referenceable customers
• Proactively mitigate risk throughout the customer life cycle, running the renewal and negotiation process, and ultimately positioning your accounts for continued growth
• Effectively forecast risk, understand and positively influence account health and drive renewal and expansion within customer portfolio
• Develop and share standard methodologies with team members to continually improve the quality, effectiveness, and efficiency of our processes