CYPHER Learning

Senior Customer Success Manager

CYPHER Learning

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Job Level

Senior

About the role

  • Own a portfolio of strategic and enterprise customers, with accountability for retention, renewal outcomes, and expansion.
  • Lead end-to-end renewal strategy, including executive alignment, commercial negotiations, and order execution.
  • Build and maintain executive-level relationships, positioning yourself as a trusted advisor to key stakeholders.
  • Develop and execute account success plans aligned to customer goals, business outcomes, and measurable value.
  • Drive adoption and value realization across customer organizations to support long-term success and renewal strength.
  • Lead Executive Business Reviews (EBRs) and strategic planning sessions that reinforce value and uncover growth opportunities.
  • Proactively identify risks and implement mitigation strategies to protect renewals and customer health.
  • Identify and drive expansion opportunities, including upsell and cross-sell, in close partnership with Sales.
  • Partner cross-functionally with Product, Support, and other teams to align on priorities and deliver customer outcomes.
  • Serve as the voice of the customer, translating insights into actionable feedback that informs product and experience improvements.
  • Track and manage key performance indicators, including customer health, adoption, retention, and growth.
  • Act as a senior escalation point for complex customer situations, driving resolution and preserving customer trust.

Requirements

  • Bachelor’s degree in Business, Communications, Technology, or a related field, or equivalent practical experience required.
  • 7–10+ years of experience in Customer Success, Account Management, or similar client-facing roles, with a focus on enterprise or strategic accounts across multiple regions required.
  • Proven track record of driving retention, renewals, and expansion across existing customer portfolios required.
  • Experience owning end-to-end renewal cycles, including commercial strategy, pricing, negotiation, and closing expansion opportunities required.
  • Demonstrated ability to engage and influence executive stakeholders (VP to C-level) across complex organizations.
  • Strong strategic thinking and problem-solving capabilities, with the ability to navigate ambiguity and drive outcomes.
  • Ability to translate customer goals into measurable outcomes and structured success plans.
  • Commercial acumen with a consistent ability to identify and convert growth opportunities.
  • Excellent communication and presentation skills, with the ability to manage complex stakeholder environments.
  • Experience in SaaS environments required; experience in LMS or HR technology is a strong plus.
Benefits
  • Health insurance
  • Flexible working arrangements
  • Professional development opportunities
  • Paid time off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementrenewal strategycommercial negotiationsperformance indicatorsupsellcross-sellSaaSLMSHR technology
Soft Skills
strategic thinkingproblem-solvingcommunicationpresentation skillsrelationship buildinginfluencingexecutive alignmentrisk managementcollaborationcustomer advocacy
Certifications
Bachelor’s degree