The real measure of success in SaaS isn’t just landing a customer—it’s helping them grow with us. That’s where you come in.

As our Head of Customer Success, you’ll lead the charge in making sure customers not only use our platform but love it. You’ll guide a team of CSMs who focus on driving adoption, building long-term relationships, and unlocking expansion opportunities.

Your mission? Increase Net Revenue Retention (NRR) by turning our customers into advocates, helping them see more value every day, and ensuring they choose to expand with us again and again.

What you’ll be doing

Drive Customer Growth & Advocacy

• Own the adoption, success, and expansion journey after onboarding is complete.
• Coach your CSMs to act as a trusted partner who align our platform with customers’ strategic goals.
• Build frameworks for proactive customer engagement—regular adoption reviews, value-driven QBRs, and strategic check-ins.
• Ensure your team identifies and closes upsell and expansion opportunities within accounts in collaboration with sales.

Build a High-Performing Team

• Lead, coach, and develop a small team of CSMs.
• Set clear goals, metrics, and playbooks that balance adoption, renewal, and expansion.
• Cultivate a culture of customer empathy, accountability, and continuous improvement.

Elevate Customer Experience

• Ensure customers progress from onboarding into long-term adoption and measurable success.
• Partner with the Onboarding/Implementation team for smooth handoffs and continuity.
• Champion customer voices internally, ensuring feedback influences Product, Sales & Marketing.
• Build scalable resources (best practice guides, adoption journeys, customer communities).

Partner Across the Company

• Collaborate with Sales for expansion planning and renewal alignment.
• Work closely with Product to turn customer insights into roadmap priorities.
• Support Marketing with adoption campaigns, customer stories, and education initiatives.

What success looks like

• NRR growth as the key driver and metric.
• Increased product adoption and deeper engagement across accounts.
• Rising renewal rates and reduced churn risk.
• A thriving CSM team delivering value at every stage post-onboarding.
• Expansion opportunities consistently identified and realized by the CSM team.

Who you are

• 5+ years in Customer Success, Account Management, or related roles, with leadership experience.
• Strong background in B2B SaaS, ideally LMS, EdTech, or HR Tech.
• Proven ability to drive adoption, retention, and expansion in enterprise accounts.
• Experienced in coaching CSM teams to build consultative, trusted-advisor relationships.
• Data-driven and comfortable managing to NRR, adoption, and retention targets.
• Excellent communicator who thrives in cross-functional collaboration.

What you’ll love about Learningbank

First, our purpose is to make people happier by making them better. This is followed by our ambition to be the go-to operational learning platform and trusted partner for deskless companies.

At Learningbank, we’re all in the same boat - moving in the same direction, at the same pace, toward a shared ambition. Every Learningbanker brings unique skills and energy, and together, we make the boat move forward.

Our people culture is built on trust, empowerment, and impact. We have our own DNA - we call it the L3C: the passion to learn and the willingness to create, challenge, and change. Does it resonate with you?

If you’re ready to raise your sails and join a team that’s heading forward together, then we’d be happy to hear from you.