Customer Success Manager (Europe - Remote)

Location: 

Remote (candidates must be based in the United Kingdom, France, Germany, Italy, Poland, or Spain)

Who We Are:

CYPHER Learning is the AI-native learning platform for organizations that need to train employees, customers, and partners at scale. While many platforms layer AI onto legacy systems, CYPHER was built differently. At the center of our platform is CYPHER Agent, a natural-language, agentic interface that connects content creation, administration, delivery, personalization, and analytics in one unified system. Organizations can create and launch training in minutes, not months, and deliver it seamlessly across distributed audiences. We help companies move faster and turn learning into measurable performance. As we continue to redefine the LMS industry, we are looking for builders who want to help scale the business to new levels.

The Role:

As a Customer Success Manager (CSM), you will own a portfolio of customer accounts in the EMEA and APAC regions, with primary responsibility for retention, renewal outcomes, and customer growth. You will work closely with the Global Customer Success team to proactively identify risks, strengthen customer relationships, and drive measurable outcomes. This role is focused on ensuring customers realise value from the platform, remain engaged, and continue to expand their use over time. The ideal candidate brings prior experience managing customer relationships in a SaaS environment and is comfortable owning renewals, building account plans, and driving adoption and value realisation.

What You Will Do:

• 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

Your Skills & Experience:

• 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

Working Hours by Location:

• United Kingdom (7am - 3.30pm)
• France (8am - 4.30pm)
• Germany (8am - 4.30pm)
• Italy (8am - 4.30pm)
• Poland (8am - 4.30pm)
• Spain (8am - 4.30pm)

Our Values:

• Curiosity: Continues learning to stay agile and innovative.
• Connection: Embracing and celebrating our differences.
• Empowerment: Rewarding positive people-centric behaviors and decisions.
• Potential: Challenging the status quo and pushing for what is possible.
• Impact: Making a positive impact for our clients and communities around the world.

Why Join CYPHER Learning?

• Be part of an innovative and global organization that is revolutionizing digital learning.
• Collaborate with a diverse, international team in a fast-paced and dynamic startup environment.
• Opportunity to drive customer success strategies that impact businesses and educational institutions worldwide.
• Competitive compensation package, professional development opportunities, and a supportive work culture.

Equal Employment Opportunity

At CYPHER Learning, we believe diversity is essential to innovation and progress. We are committed to creating a workplace where individuals of all backgrounds, identities, and experiences are respected, included, and empowered to thrive. Our culture is built on connection, curiosity, empowerment, potential, and impact—and we know that these values are only fully realized when everyone has a seat at the table.

CYPHER Learning is proud to be an Equal Opportunity Employer. We make all employment decisions based on merit, qualifications, and business needs—without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, genetic information, or any other protected status under applicable law.

As a global, remote-first company, we embrace flexibility and accessibility in every aspect of how we work. If you require a reasonable accommodation during the application or interview process, please contact our People team at peopleteam@cypherlearning.com. We are committed to providing an inclusive and equitable experience for every candidate.