Customer Success Manager

At Learnosity, we believe education should be equitable, inclusive, and accessible to everyone. Our mission is to transform learning worldwide through cutting-edge assessment technology that empowers educators and learners alike. We’re a team of passionate problem-solvers and tech enthusiasts who take pride in what we do—and we’re looking for talented individuals to join us in shaping the future of education. 

Learnosity is looking for a Customer Success Manager to work with a segment of our clients to bring our retention and growth to the next level. You will report to our Vice President of Customer Success and be responsible for implementing our overall Customer Success strategy to ensure customer retention and growth in collaboration with our Business Development, Support and Product teams.

Core goals

• Maintain and improve our customer retention rates.

• Grow customer feature utilization, close AI and product upsell opportunities, and expand overall usage.
• Active participant in driving our customer success strategy.

Key Responsibilities 

• Revenue retention & renewal - Ensure revenue retention and customer renewal by routinely engaging with customer and internal stakeholders.
• Improve Customer Outcomes - Work closely with a segment of our existing customer base to improve their time-to-value & identify key areas where Learnosity can enable them to reach success & growth faster. 
• Identify & negotiate upsell - Identify, & negotiate potential upsell opportunities within our existing customer base, as well as working with our retention marketing team to target such accounts.
• Customer monitoring & long term planning - Work with our VP of Customer Success to improve and develop new mechanisms for customer health monitoring for early identification of revenue risk to the Customer Success, leadership, and finance teams.
• Customer/market feedback - Streamline the gathering and communication of customer feedback and use cases to our product teams.
• Implementation - Assist with customer onboarding and fast adoption of product.

Experience and requirements 

• A minimum of 3 years experience in Customer Success, renewal negotiation, and upselling customers on an array of products within a B2B SaaS environment.
• Demonstrated ability to understand and discuss API integrations, AI productization, and new feature deployments with both technical and non-technical stakeholders.
• Strong business & commercial acumen with the ability to identify both retention risk and growth opportunity.
• Ability to work flexible hours to liaise with our US, Dublin and Sydney offices and support our global customer base.

Skills and Competencies:

• Strong business & commercial acumen.
• Excellent communicator; with the ability to explain client problems and solutions in a succinct way across both technical and business teams.
• Sound understanding of commercial decision making.
• Strong commercial skills especially around negotiating and closing.
• Highly organized with strong project, planning, and time management skills.
• Consultative skills; working with clients and internal stakeholders making things happen.
• An ability to understand and deal with conflict as well as an ability to handle high-pressure situations.
• Taking responsibility for decisions, actions, mistakes.
• Actively promote our values; be a role model to others around you.

Being part of the Learnosity team is a commitment to push yourself and those around you to do better, constantly adapt and learn new techniques, and be able to apply yourself to any challenge, whether you’re just starting out or a veteran of the industry.

We are keen to try and maximize the value of your time and will design a schedule around your preferred working style, whether you need to accommodate a school or daycare run, avoid busy commute periods, have a gym or sports club schedule, we’ll do our best to accommodate you.

The benefits package includes:

• Flexible work practices
• 20 days PTO 
• Career support
• Team social budgets
• Healthcare benefits

• Company Paid parental leave (full pay) for primary (10 weeks) and secondary carers (2 weeks)

Salary & package dependent on experience.

At Learnosity, we are committed to fostering a diverse, inclusive, and equitable workplace where all employees feel valued and empowered. We believe that diversity of thought, background, and experience drives innovation and enriches our community. As a tech company in the education space, we are dedicated to creating educational solutions that reflect the diverse needs of our global audience.

Find out more about your career at Learnosity at learnosity.com/careers/

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Salary & package dependent on experience.

Please only contact us if you are a candidate interested in applying for this role. You must have the right to live and work in Ireland to apply - No Recruiters Please.