Customer Success Manager

Wherever you find ambitious companies investing in their people, you’ll find the Learning Pool Group, and Elucidat LTD is proud to be part of that journey

Elucidat LTD, part of the Learning Pool Group, sits within one of the fastest-growing e-learning groups in the world, supporting more than 2,000 customers and 24 million learners globally. Together, we create innovative content and technology solutions that engage and empower modern learners and leaders. Through pioneering technology and creative content that we build, deliver, and maintain, we help organisations achieve lasting impact. We are passionate about customer success, and our customers trust us to deliver long-term value, strong return on investment, and exceptional service.

The Learning Pool Group welcomes passionate people from all kinds of backgrounds. We are a diverse team working across offices and remotely throughout Europe and North America. We take pride in our shared work and are committed to building high-quality software and learning solutions in a sustainable, people-centred way.
If you have what we’re looking for and want to join a team that values creativity, collaboration, and empowerment, we’d love to hear from you. This role offers an excellent opportunity to contribute to and grow within the world of online learning.

About the role:

Our Customer Success Managers (CSMs) are strategic, customer-focused partners who work closely with customers to help them achieve meaningful learning outcomes through our platform. The role is centred on building long-term loyalty, driving adoption, and ensuring strong customer retention, while also supporting the Sales team by identifying growth opportunities within accounts as a natural outcome of trusted customer relationships.

You will manage a portfolio of mid-market and Enterprise customers, supporting them throughout their lifecycle from onboarding through to renewal, acting as a trusted advisor and advocate for both the customer and the business.

What you will be doing 

Roles and responsibilities include: 

• Owning the post-sales relationship for a portfolio of mid-market and Enterprise customers, including onboarding, success planning, platform adoption, business reviews, and renewals.

• Building strong, long-term customer relationships to drive product usage, loyalty, and Gross Retention Rate (GRR).

• Proactively identifying customer risks and working closely with customers and internal teams to resolve issues and ensure retention.

• Acting as a trusted advisor to customers, helping them maximise value from the platform and supporting them through change and adoption.

• Partnering closely with Customer Account Executives (CAEs) by identifying upsell and cross-sell opportunities based on a deep understanding of customer needs.

• Initiating and leading customer business reviews, including analysing usage, success metrics, and outcomes.

• Working cross-functionally with Sales, Support, Product, and Marketing to gather customer feedback and contribute to product and process improvements.

• Assisting with the development of education and enablement materials to help customers achieve their goals and maximise product usage.

• Evangelising the platform across multiple stakeholder groups and levels within customer organisations.

• Meeting Customer Success targets, including renewal quotas, GRR, and NPS goals.

Who we are looking for 

The successful candidate will demonstrate: 

• Experience: At least 1+ year of experience as a Customer Success Manager in a SaaS or L&D environment.

• A proven relationship builder: Experience managing and growing long-term B2B customer relationships, acting as a trusted partner to help customers solve complex business challenges.

• Enterprise experience: The ability to manage a portfolio of mid-market to Enterprise customers, driving renewals and high levels of retention.

• Customer-centric mindset: A strong passion for delivering exceptional customer experiences and helping customers realise maximum value from the product.

• Commercial awareness: Comfort supporting Sales by identifying growth opportunities within accounts while maintaining customer trust.

• Strong communication skills: The ability to communicate clearly and build positive relationships with customers and internal stakeholders at all levels.
  Results-driven approach: A focus on achieving measurable outcomes, including GRR, renewal targets, and NPS.

• Technical curiosity: Confidence working with SaaS technology and a desire to become a product expert.

• Collaborative working style: Experience working cross-functionally to deliver shared goals and improve customer outcomes.

Working at Elucidat LTD

Elucidat LTD, part of the Learning Pool Group, is home to people who are passionate about what they do and bring a fresh, collaborative approach to partnering with customers.
As part of the Learning Pool Group, we share in a culture recognised for excellence. The group is a Platinum Investor in People, is listed annually in the Sunday Times Best Companies to Work For, and has won numerous industry awards for outstanding work with clients. These include the Queen’s Award for Enterprise (Innovation) as well as recent Brandon Hall, Learning Technologies, eLearning Industry, Stevie Customer Service, and Institute of Customer Service awards

Closing date for receipt of applications is 5pm UK time on 23rd January 2026.