As a Customer Success Manager (or as we like to call them, a Client Success Partner), you will partner with our clients to achieve their digital training strategy through the 360Learning platform. The relationship you create with your customers will allow you to map your customer’s key business objectives, audit and analyze platform usage to identify opportunities, review benchmarks and best practices, create action plans to capitalize on those opportunities. You will ensure the renewal of contracts by helping our customers achieve their desired outcomes, which in many cases includes coordinating different resources to address customer requirements (technical, educational, etc.). This is a high profile role within our growing company, as you are responsible for the development and goal attainment of our clients!
Within 1 month, you will:Master our product and Convexity corporate cultureFamiliarize yourself with the processes and tools used by our Customer Success teamParticipate in your first customer meetings with members of your team Within 3 months, you will:Take over a portfolio of existing customersStart new projects with new clientsAudit and analyze platform usage to identify opportunitiesBring L&D industry best practices and customer benchmarksWithin 6 months, you will:Define the Learning & Development roadmap & strategy with your client, and identify new use cases to deploy on the platformIdentify and document customer use casesDevelop a relationship of trust between the client and 360Learning, in particular by being in contact with key sponsorsWork with Key Account Managers to detect new projects to develop the accountWithin 12 months, you will: Limit churn by identifying customers at risk and implementing corrective actionsIdentify and develop advocatesDevelop and share good business practices with the entire Customer Success team The Skill Set5 years of experience in a Customer Success rolePrevious experience in an HR Tech or Learning Solution SaaS environmentPrevious experience working in the SaaS industryKnowledge of customer success KPIsStrong interpersonal and communication skillsAbility to dig into client needs and pain points Bachelor’s Degree or equivalentEnthusiasm for our working environment explained here: https://bit.ly/Convexity_360L What We OfferCompensation: Pay structure includes base salary, variable incentive pay, and company equity 📈Benefits/Perks: Comprehensive medical, vision, and dental insurance 🏥 RRSP Matching 🏦 Generous parental leave 👶 Professional development opportunities through our own platform 📚Balance: We offer unlimited days of annual PTO 🌴 5 days for sick leave 🤒 10 holidays 🗓 We are a remote-first organization and promote flexible work hours 🏠Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact 🤝Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter 🌎🌏🌍Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture: https://bit.ly/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC 🚀👩🏻💻🏆Interview ProcessPhone Screen with our Talent Acquisition Manager Discovery Interview with the Hiring Coach (Director of Customer Success)Team Intro & Case Study with the Hiring Coach and 2 CS Team MembersCulture Interview with the Chief Customer OfficerReferences & Offer!Who We Are
360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners–all from one place.
360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across the US and EMEA.
Learning Includes Everyone.
In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!
