Customer Success Manager

🔥 10 minutes ago

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CYPHER Learning

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

☁️ SaaS

🤖 Artificial Intelligence

📚 Education

💰 $40M Private Equity Round - CYPHER Learning on 2021-06

SaaS • Artificial Intelligence • Education

CYPHER Learning is an AI-powered learning platform that combines an enterprise-grade learning management system (LMS) and learning experience platform (LXP) with AI-enabled course creation, personalized learning agents, skills management, automation, and analytics. It serves businesses, academic institutions, and extended enterprises to streamline course creation, deliver personalized training (employee onboarding, customer/partner training, compliance, sales enablement), and measure learning outcomes while supporting white-labeling and multi-organization administration.

📋 Description

• Own and manage a portfolio of customer accounts, with accountability for retention, renewal, and growth outcomes • Build relationships across multiple stakeholder levels, including administrators, business leaders, and executive sponsors, acting as trusted advisor • Partner with customers to understand their business goals and align platform usage to measurable outcomes and success metrics • Develop and execute account plans focused on retention, risk mitigation, and expansion opportunities • Proactively identify at-risk accounts and partner with the Customer Success leadership to stabilise and improve outcomes • Own the renewal process for assigned accounts, including customer engagement, coordination, and execution • Identify and drive expansion opportunities, including upsell and cross-sell, within existing accounts • Drive adoption and value realisation by ensuring customers are actively using the platform and achieving their desired outcomes • Lead customer business reviews focused on adoption trends, business outcomes, success metrics, and future opportunities • Monitor customer health, usage, and engagement signals to identify risks and opportunities early • Maintain accurate forecasting for renewals and expansion within assigned accounts • Partner with Product, Support, and other internal teams to resolve customer issues and improve overall experience • Serve as a voice of the customer, sharing feedback and insights to inform product and process improvements • Support change management within customer organisations to drive adoption and long-term success • Collaborate with Sales and pre-sales teams as needed to support expansion and strategic opportunities • Ensure all customer interactions and account updates are documented and tracked within internal systems

🎯 Requirements

• 2–4 years of experience in Customer Success, Account Management, or a related customer-facing role • Experience managing a portfolio of customer accounts, including responsibility for retention and renewals • Strong relationship management skills, with the ability to build trust with customer stakeholders • Demonstrated ability to identify risks and take action to improve customer outcomes • Experience driving adoption, engagement, and value realisation within customer accounts • Basic commercial acumen, with exposure to renewals, pricing conversations, or expansion opportunities • Strong organisational skills and ability to manage multiple accounts simultaneously • Clear communication and presentation skills • Experience working cross-functionally to support customer success • Experience in SaaS, LMS, or HR tech environments preferred • Bachelor’s Degree in Business, Technology, Education or a related field preferred

🏖️ Benefits

• Competitive compensation package • Professional development opportunities • Supportive work culture