Customer Success Manager

CYPHER Learning

Customer Success Manager managing customer accounts in EMEA and APAC for an AI-native learning platform. Focusing on retention, growth, and driving platform adoption.

Posted 6/18/2026full-timeRemote • 🇬🇧 United KingdomJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Competitive compensation package
Professional development opportunities
Supportive work culture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementportfolio managementrenewalsrisk mitigationupsellcross-selladoptionvalue realizationforecasting

Soft Skills

relationship managementtrust buildingcommunicationpresentationorganizational skillscross-functional collaborationchange managementstakeholder engagementproblem-solvingstrategic thinking