Customer Success Manager

Summary

Join 360Learning as a Customer Success Manager (Client Success Partner) and partner with clients to achieve their digital training strategies using the 360Learning platform. You will map customer business objectives, analyze platform usage, create action plans, and ensure contract renewals. This high-profile role involves developing client goals and attaining them, coordinating resources to meet customer needs. The position requires 5+ years of experience in customer success, experience in HR Tech or Learning Solution SaaS, and a bachelor's degree. 360Learning offers competitive compensation, comprehensive benefits, generous parental leave, unlimited PTO, and a remote-first, flexible work environment.

Requirements

• 5 years of experience in a Customer Success role
• Previous experience in an HR Tech or Learning Solution SaaS environment
• Previous experience working in the SaaS industry
• Knowledge of customer success KPIs
• Strong interpersonal and communication skills
• Ability to dig into client needs and pain points
• Bachelor’s Degree or equivalent

Responsibilities

• Partner with clients to achieve their digital training strategy through the 360Learning platform
• 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
• Ensure the renewal of contracts by helping our customers achieve their desired outcomes
• Coordinate different resources to address customer requirements (technical, educational, etc.)
• Master our product and Convexity corporate culture
• Familiarize yourself with the processes and tools used by our Customer Success team
• Participate in your first customer meetings with members of your team
• Take over a portfolio of existing customers
• Start new projects with new clients
• Audit and analyze platform usage to identify opportunities
• Bring L&D industry best practices and customer benchmarks
• Define the Learning & Development roadmap & strategy with your client, and identify new use cases to deploy on the platform
• Identify and document customer use cases
• Develop a relationship of trust between the client and 360Learning, in particular by being in contact with key sponsors
• Work with Key Account Managers to detect new projects to develop the account
• Limit churn by identifying customers at risk and implementing corrective actions
• Identify and develop advocates
• Develop and share good business practices with the entire Customer Success team

Benefits

• Pay structure includes base salary, variable incentive pay, and company equity
• Comprehensive medical, vision, and dental insurance
• RRSP Matching
• Generous parental leave
• Professional development opportunities through our own platform
• Unlimited days of annual PTO
• 5 days for sick leave
• 10 holidays
• We are a remote-first organization and promote flexible work hours