Customer Success Manager (Spanish Bilingual)

<p>&nbsp;</p> <p><strong>Work Mode: </strong>Hybrid 3+ days per week in our Salt Lake City office</p> <p><strong>Department:&nbsp;</strong>Customer Experience</p> <p>&nbsp;</p> <h2><strong>About the Company</strong></h2> <p>LearnUpon partners with over 1,600 organizations globally to unlock the potential of employees, customers &amp; members through learning that’s easy, scalable and focused on results.</p> <p>Read more about life at LearnUpon <a href="https://careers.learnupon.com/" target="_blank">here</a>.&nbsp;</p> <h2><strong>About the Team</strong></h2> <p>The LearnUpon Customer Success team is a global group operating within a collaborative, supportive environment where collective accomplishments are celebrated. Members of this team take deep ownership of their portfolios across the US, EMEA, and APAC regions, acting as trusted advisors to ensure clients achieve meaningful business outcomes. With a sharp focus on protecting and growing revenue, they proactively secure customer retention and unlock strategic expansion opportunities by consistently demonstrating ROI and leveraging data-driven health insights. Additionally, they work cross-functionally across multiple time zones, partnering closely with internal Product and Sales teams to advocate for client needs and directly influence the product roadmap.</p> <h2><strong>About the Opportunity</strong></h2> <p>This Customer Success Manager position provides the opportunity to manage a dedicated account portfolio spanning both the US and LATAM regions. Full professional fluency in both Spanish and English is essential to build trusted partnerships and deliver clear consultative guidance across these diverse markets. A core focus of this role is maximizing customer value to secure long-term retention while actively driving strategic account expansion. By identifying new business alignment opportunities and proving ROI, you will directly influence revenue growth and work cross-functionally to ensure customer feedback shapes the product roadmap.</p> <p>In addition, you'll be responsible for:</p> <ul> <li data-path-to-node="0,0,0">Own a customer portfolio, ensuring clients achieve defined business outcomes and realize measurable value.</li> <li data-path-to-node="0,1,0">Align LearnUpon solutions with customer goals and master technical configurations to provide expert "how-to" guidance.</li> <li data-path-to-node="0,2,0">Execute structured outreach using 1:1, 1:few, and 1:many motions, including webinars and digital campaigns, to scale impact.</li> <li data-path-to-node="0,3,0">Leverage data and usage insights to monitor customer health, mitigate risks, and drive targeted engagement.</li> <li data-path-to-node="0,4,0">Guide customers through platform adoption, change management, and their evolving business needs.</li> <li data-path-to-node="0,5,0">Drive successful renewals and identify expansion opportunities by consistently demonstrating ROI.</li> <li data-path-to-node="0,6,0">Bridge the gap between customers and Product/Sales teams to ensure field feedback influences the roadmap.</li> <li data-path-to-node="0,7,0">Maintain strong account discipline while contributing to team projects that improve internal practices and the bottom line.</li> <li>Triage and respond to customer queries in a timely way with full professional fluency in both English and Spanish.</li> </ul> <h2><strong>Skills &amp; Experience</strong></h2> <h3><strong>Must-Haves</strong></h3> <ul> <li>2-3+ years of experience in SaaS, strategy, consulting, operations, or an equivalent field where you have managed complex workflows or high-volume portfolios.</li> <li>Full professional fluency in both Spanish and English (written and verbal) is required to support our US and LATAM regions.</li> <li>A deep interest in Software/Tech; you’ll need to adopt our platforms easily and be able to get into the technical details to demo effectively.</li> <li>The ability to command a "room" and maintain positivity in a fast-paced environment, whether it’s a one-on-one call or a live webinar for a hundred people.</li> <li>A self-motivated individual with a "get-it-done" mindset who isn't afraid to roll up their sleeves and research creative technical solutions.</li> <li>A creative and analytical thinker who can look at customer data to identify where a digital campaign or a group session could solve recurring pain points.</li> <li>Proficiency using Salesforce or a similar CRM system to manage customer data and outreach initiatives.</li> <li>Excellent communication skills, high attention to detail, and the ability to deal with ambiguity while working cross-functionally across multiple time zones.</li> <li>Experience using AI tools to streamline tasks and improve efficiencies.</li> </ul> <h3><strong>Nice-to-Haves</strong></h3> <ul> <li>Experience working in the learning space (e-learning, edtech, or learning management).</li> <li>Experience with Planhat or a similar Customer Success Platform.</li> </ul> <p><em>*If you don't tick every box but believe this role is a mutually good fit, please don't hesitate to apply. We'd love to hear from you.</em></p> <h2><strong>Why choose LearnUpon?</strong></h2> <p>From comprehensive rewards and generous time off to meaningful investment in your growth and development, LearnUpon gives you the support, trust, and opportunity to do the most impactful work of your career.</p> <p>Learn more <a href="https://careers.learnupon.com/" target="_blank">here</a>.</p> <h2><strong>Hiring Process</strong></h2> <ul> <li>Qualified applicants may be invited to an initial screening call with a member of our TA Team.</li> <li>Successful candidates will be invited to a series of practical interviews.</li> <li>Finally, candidates will have an interview with our COO.</li> <li>Successful candidates will be contacted with an offer to join our team.</li> </ul> <p><em>Note: At LearnUpon, we utilize AI to enhance the speed and quality of our screening and assessment practices, but our hiring decisions are always human.</em></p> <p>&nbsp;</p> <p>If you need any accommodations during the hiring process, please reach out to us at <a href="mailto:peopleops@learnupon.com">peopleops@learnupon.com</a>.</p> <p>&nbsp;</p> <h2 style="text-align: center;">LearnUpon is an Equal Opportunities Employer</h2> <p style="text-align: center;">We do not discriminate on the basis of gender, marital status, family status, age disability, sexual orientation, race, religion, membership of the Traveller community, or any other legally protected status.</p> <p style="text-align: center;">Check out our <a href="https://careers.learnupon.com/" target="_blank">Careers site</a> and <a href="https://www.instagram.com/lifeatlearnupon/" target="_blank">Instagram</a> to learn more about working at LearnUpon.</p> <p style="text-align: center;">By submitting your application, you agree to LearnUpon's <a href="https://www.learnupon.com/privacy-policy/" target="_blank">Privacy Policy</a>.&nbsp;</p> <p style="text-align: center;">&nbsp;</p>