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- Tasks: Build strong customer relationships and drive success through our innovative e-learning platform.
- Company: Join Elucidat LTD, part of a fast-growing e-learning group with a collaborative culture.
- Benefits: Enjoy a supportive environment, career growth, and recognition for excellence in your work.
- Why this job: Make a real impact in online learning while helping customers achieve their goals.
- Qualifications: 1+ year in Customer Success, strong relationship-building skills, and a passion for customer experience.
- Other info: Be part of a diverse team recognised for outstanding work and commitment to innovation.
The predicted salary is between 28800 - 48000 £ per year.
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
- 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.
Customer Success Manager employer: Learning Pool
Contact Detail:
Learning Pool Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Elucidat LTD on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can give you insights that make you stand out.
✨Tip Number 2
Prepare for the interview by understanding the company’s values and mission. Elucidat is all about customer success and innovation, so think of examples from your past where you've driven customer satisfaction or implemented creative solutions. Show us how you align with our goals!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience as a Customer Success Manager can help Elucidat's customers achieve their learning outcomes. Tailor your stories to highlight your relationship-building skills and results-driven approach.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email expressing your appreciation for the opportunity can leave a lasting impression. It shows us that you’re genuinely interested in the role and the company.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer success shine through! We love candidates who are genuinely excited about helping others achieve their goals, so share your passion for delivering exceptional experiences.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience in SaaS or L&D environments. We want to see how your background aligns with our mission and the role of a Customer Success Manager, so don’t hold back!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your achievements and how they relate to the responsibilities outlined in the job description. We appreciate clarity and directness!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Learning Pool
✨Know Your Customers
Before the interview, research Elucidat LTD and its customer base. Understand their needs and how the company supports them. This will help you demonstrate your customer-centric mindset and show that you're ready to build strong relationships.
✨Showcase Your Success Stories
Prepare specific examples from your previous experience as a Customer Success Manager. Highlight how you've driven renewals, improved retention rates, or identified growth opportunities. This will illustrate your results-driven approach and ability to manage enterprise-level accounts.
✨Communicate Clearly
Practice articulating your thoughts clearly and confidently. Strong communication skills are crucial for this role, so be ready to discuss how you've built positive relationships with customers and internal stakeholders in the past.
✨Demonstrate Technical Curiosity
Familiarise yourself with SaaS technology and be prepared to discuss how you’ve leveraged it to enhance customer experiences. Showing your technical curiosity will indicate that you're eager to become a product expert and support customers effectively.
