Job Description

Wherever you find ambitious companies investing in their people, you'll find Learning Pool

Learning Pool creates learning experiences that deliver extraordinary employee performance outcomes for companies and their people. Global organizations choose Learning Pool for its comprehensive, data-driven digital learning solutions. Learning Pool's passion for impact, innovation, and people is why they stay. As a leader in e-learning innovation, we empower over 1,200 organizations globally and millions of learners through our engaging courses, advanced platforms, insightful analytics, and tailored content solutions.



Our dedication to excellence is demonstrated by accolades such as Platinum Investors in People and triple Gold at the 2024 Learning Technologies Awards. We are also recognized as a Great Place to Work in the UK and North America 2024, and proudly hold B Corp certification, reflecting our commitment to social and environmental responsibility. Be it for onboarding, upskilling, compliance, or the whole business, Learning Pool develops an effective and agile workforce through learning. Wherever you find ambitious companies investing in their people, you'll find Learning Pool.



So if you've got what we're looking for and the desire to join a team that values creativity and empowerment, then get in touch.

Wherever you find ambitious companies investing in their people, you'll find Learning Pool

Learning Pool is among the fastest growing e-learning companies in the world, servicing more than 2,000 customers and 24 million learners globally. Our expert team creates the content and technology solutions that engage and empower modern leaders , using pioneering technology and creative content that we build, deliver and maintain. We're passionate about customer success and our customers trust us to deliver long lasting value, a great return on investment and excellent customer service.



Learning Pool welcomes passionate people from all kinds of backgrounds. We are a diverse team working in offices, and remotely, across Europe and North America. We take great pride in our shared work and are committed to building great software in a sustainable way.



So if you've got what we're looking for and the desire to join a team that values creativity and empowerment, then get in touch. This role offers an excellent opportunity to get involved in and become part of the world of online learning.

About the role:

As the Senior Director of Customer Success, you will lead Learning Pool's global customer success organisation, managing and developing a high-performing team of managers and customer-facing professionals. This strategic role focuses on scaling customer success operations, driving retention and growth across the customer base, and ensuring that every customer realises maximum value from our products and services. You'll play a pivotal role in shaping our customer success vision in alignment with Learning Pool's mission to transform workplace learning.





For more information about our benefits and why you should join learning pool, read more here: https://learningpool.com/why-work-for-learning-pool/



Location: Remote (preferably within the UK).

What you will be doing

Roles and responsibilities include:





Leadership & Strategy


Develop and execute a scalable customer success strategy aligned with company growth goals and our private equity-backed ambitions. Lead, coach, and develop a team of CS managers & directors who oversee CSMs responsible for a wide-ranging portfolio of enterprise and mid-market customers. Define and continuously optimise best-in-class customer engagement models, customer journey mapping, and success plans. Own customer health frameworks, risk mitigation strategies, and lifecycle management processes to maximise retention and expansion.
Customer Outcomes & Value


Drive a customer-centric culture focused on value realisation, long-term adoption, and satisfaction. Partner with product, services, and sales to ensure seamless handoffs, relationship management, and proactive account management.
Commercial Impact


Along with Sales, own Gross Revenue Retention (GRR), Net Revenue Retention (NRR) Collaborate closely with the Commercial Account Executives (CAEs) and Sales teams to identify upsell and cross-sell opportunities. Use customer data and feedback to influence roadmap development, pricing strategies, and services innovation.
Team Development & Enablement


Build career progression plans, structured onboarding, and learning pathways for CS team members. Implement rigorous performance management processes to ensure accountability and high impact delivery. Foster a culture of collaboration, innovation, and excellence across global teams.

Who we are looking for

The successful candidate will demonstrate




Proven leadership: You have extensive experience in customer success, account management or related SaaS leadership roles, with experience managing managers and scaling high-performing teams.

SaaS/B2B technology experience: You have a strong understanding of the SaaS business model and customer lifecycle. Strategic thinker: You bring a strategic and analytical mindset, with a track record of designing customer strategies that drive measurable outcomes and commercial growth. Customer-first: You are passionate about delivering world-class customer experiences, with strong advocacy for customers and their success. Commercial acumen: You're comfortable engaging with enterprise customers at C-level and influencing commercial outcomes (renewals, expansions, retention). Data-driven: You make decisions based on data and feedback, regularly monitor KPIs, and hold teams accountable for performance. Inspirational leader: You're able to influence, motivate, and unify diverse teams around a shared vision of customer excellence.

Working at Learning Pool

The Learning Pool team is filled with people who have a real passion for what they do and a fresh approach to partnering with customers.



Learning Pool is a Platinum Investor in People, listed annually in the Sunday Times Best Companies to Work For and wins numerous industry awards for our work with clients including the Queen's Award for Enterprise (Innovation) and recent Brandon Hall, Learning Technologies, e-Learning Industry, Stevie Customer Service and Institute of Customer Service awards.





Closing date for receipt of applications is 5pm UK time on 22nd August 2025.