Customer Success Manager

Location, US (East coast)

£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
• Be an expert in our customer management tools; maintaining up to date client records
• We’re evolving the function on an ongoing basis - so you’ll own and contribute to commercial and operational initiatives with a high level of impact on our business goals.
• Cross-team collaboration - as the function evolves, we want to collaborate with teams across the business. You’ll get stuck in to exciting projects across the company.