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 and develop an ROI strategy. 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!
Hear from your future coach:
“As a member of the Client Success team you not only will join a group of high performing, customer-centric team members, but you’ll have an opportunity to see your direct impact on your clients and 360Learning daily. We have exciting and strategic conversations and partner with our clients so they can be successful; and their success is our success.” - Howard Simpson, https://www.linkedin.com/in/howardcsimpson/
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 opportunitiesLearn industry best practices and benchmarksWithin 6 months, you will:
Define the Learning & Development roadmap & strategy with your client, and identify new use cases to deploy on the platformDefine a retro-planning to deploy theseIdentify and document customer use casesDevelop a relationship of trust between the client and 360Learning, in particular by being in contact with key sponsorsWork with 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 Set
3 years of experience in a Customer Success rolePrevious experience working in the SaaS industryPrevious experience working in Learning & Development preferredKnowledge of customer success KPIsStrong interest for education and e-learning in particularStrong 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_360LWhat We Offer
Compensation: Pay structure includes base salary, variable incentive pay, and company equity 📈Benefits/Perks: Comprehensive medical, vision, and dental insurance starting your first full month 🏥 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 Process
Phone 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!⇾ Get ready using our Knowledge Base: https://bit.ly/42H1ggC
