Customer Success Manager

Summary

Join 360Learning's Customer Team in Germany as a key player in ensuring regional success through client success. In the initial build phase, manage the implementation team, supporting clients during their new collaborative learning software launch, acting as a project manager when local language expertise is needed. Continue supporting clients post-launch, focusing on their digital training strategy using the 360Learning platform. Ensure contract renewals by coordinating available resources and aligning the solution's business impact with client objectives. Collaborate closely with the local sales team to meet client KPIs and liaise with colleagues across Europe and the US. This role involves a structured onboarding process with specific milestones within 1, 3, 6, and 12 months, focusing on client relationship building, project management, and identifying opportunities for growth and risk mitigation.

Requirements

• 3-4 years experiences in a Customer Success position, ideally in the SaaS-industry
• Native German and fluent English proficiency
• Ability to work in a strong results-oriented culture
• Capability to prioritize and manage a big portfolio of clients
• Excellent interpersonal and communication skills
• Strong interest in the digital industry, education and e-learning in particular
• Enthusiasm for our culture explained here: https://bit.ly/Convexity_360L

Responsibilities

• Master our product and Convexity corporate culture
• Familiarize yourself with the processes and tools used by our CS team
• Participate in your first customer meetings with other CSMs from our team
• Host your first meetings with customers and get feedback from your peers
• Start new projects with new clients
• Participate in regular Discovery Meetings with Product Managers to identify the features that will impact your team's activity
• Define the learning transformation roadmap with the clients and identify the resources needed to achieve them
• Define a retro-planning of the initiatives on the solution and vouch for it
• Identify and document customer use-cases
• Develop a relationship of trust between the client and 360Learning, particularly by having direct contact with top management teams
• Work with the Account Managers to identify new project opportunities to develop the account
• Reduce churn by identifying customers at risk and implementing a remedial action plan
• Identify strong leaders within the client’s team
• Develop and share good business practices with the entire Client Success Team

Benefits

• Work From Home allowance
• Social security
• Health insurance
• Unemployment insurance
• Common contingency
• Salary guarantee fund
• Flexible hours
• Total work from home possible anywhere in Spain