Manager - Customer Success (North America, Remote)

Learning Pool - Chicago, IL

Full-time - Manager

Chicago, IL

251-500 employees

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Manager of Customer Success at Learning Pool is responsible for leading a team of Customer Success Managers and Specialists to enhance customer loyalty and retention. This role focuses on understanding customer needs, driving satisfaction, and managing renewals to support growth. The ideal candidate will foster strong relationships and work cross-functionally to solve challenges and identify new opportunities, ensuring customers derive maximum value from Learning Pool's solutions.

Responsibilities

• Lead, mentor, and inspire a team of Customer Success Managers and Specialists.
• Take ownership of the team's customer renewals, ensuring timely closure.
• Support the team with complex customer issues to ensure exceptional experiences.
• Maintain key customer health metrics and proactively identify risk factors.
• Monitor trends, feedback, and engagement patterns for data-driven decisions.
• Provide market insights to the product management function.
• Manage the QBR process and identify challenges and risks with the team.
• Recruit, lead, and develop a team of Customer Success Managers/Specialists.
• Collaborate with other functions to deliver a seamless client experience.
• Work with finance and legal teams on contracting, invoicing, and payments.

Requirements

• Proven track record in managing teams focused on B2B customer relationships.
• Experience in the HCM/Learning Technologies industry is preferred.
• Strong leadership skills with a focus on productivity and customer contact cadence.
• Exceptional customer service orientation and commitment to customer experience.
• Excellent communication skills to foster positive relationships at all levels.
• Technical proficiency and curiosity about Learning Pool products.
• Strong critical thinking and problem-solving abilities.
• Excellent organizational and time management skills.

Nice-to-haves

• Experience in a dynamic work environment with adaptability to change.
• Passion for continuous improvement and innovation.

Benefits

• Flexible working hours
• Remote work options
• Professional development opportunities
• Health insurance
• Paid time off
• Employee recognition programs