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Customer Success Strategy & Operations Manager

Permanent contract
Salary: Not specified


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The position

Job description

The Operations Team is in charge of designing and executing strategic growth, transformation and value creation initiatives across the business (i.e., sales, customer success, product, marketing). The team contributes to the definition of our scaling plan and helps each team exceed its targets by identifying improvement levers, benchmarking and implementing best practices.

We are looking for a new Customer Success Operations Manager to join our team! As a Customer Success Operations Manager, you will be working with our Customer Success team to help them boost product adoption and net retention. Some of the responsibilities and projects you will carry include: 

- Building & driving a robust client activation methodology to drive product uptake & usage

- Work with Support & Tech Writer teams to set up a best-in-class support model

- Analyze key performance metrics to maximize customer retention

- Scale best practices across teams and monitor SaaS & industry trends

In this role, you will be working closely with the CEO, CRO, VP CS, Director of Operations and the coaches of the different CS teams.

Within 1 month you will:

  • Become an expert of all our internal tools and processes (e.g. Trello)
  • Become an expert of our CS processes and tools as well as of our product
  • Identify your first OKRs to help boost the CS performance
  • Within 3 months you will:

  • Deliver your first project with the Customer Success team
  • Be the main business partner in the Ops team for the Regional VP and Directors of Customer Success
  • Within 6 months you will:

  • Co-define the roadmap for the Customer Success Team
  • Ensure alignment & best practice sharing across US and EMEA teams
  • Within 12 months you will:

  • Continuously identify optimization levers for the Customer Success Team
  • Support further geographic / product expansion of 360Learning
  • The Skills Set:

  • 2-4 years experience in a top tier consulting or in a tech startup environment
  • Fluent English (US/UK) / B2 level or equivalent (FR)
  • Exceptional written and verbal communication skills (English and French are a must)
  • Entrepreneurial mindset, thrives in a fast-paced environment
  • Analytical skills and structured thinking; you know how to turn data into a vision and build a roadmap
  • Project management skills and ability to work collaboratively in a fast-paced environment
  • Excellent written and verbal communication skills
  • Enthusiasm for our working environment explained here:
  • Interview Process:

  • Phone Screen with our Talent Acquisition Manager
  • Discovery meeting with our Head of Customer Success Operations
  • Case study with our Head of Customer Success Operations and Director of Operations
  • Clarification Meeting with our Customer Success Leadership
  • Culture Fit Meeting with our Chief Operations Officer
  • Offer
  • ⇾ Get ready using our Knowledge Base:

    What we offer:

  • Compensation: Package includes base salary, a variable component and equity 📈
  • Benefits/Perks: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent. 
  • Balance: Flexible hours, full remote work possible anywhere in France 🏠
  • 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: 🌎🌏🌍
  • Culture: A framework that will help you make an impact - envision what's it like to join 360Learning through our onboarding journey: & Convexity Culture: 🚀👩🏻‍💻🏆
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