Digital Customer Success Manager

Summary

Join 360Learning as a Digital Customer Success Manager and support clients in their digital training strategy using the 360Learning platform. You will ensure the business impact of the solution, client portfolio renewal, and develop processes for a one-to-many approach. The role involves building client relationships and contributing to the customer success team. Initial responsibilities include mastering the product, familiarizing yourself with processes, and joining customer meetings. Over time, you will drive renewals, onboard new customers, organize webinars, and define learning transformation roadmaps. Long-term goals include reducing churn, identifying key client personnel, and sharing best practices. The position requires experience in customer success, training, or consulting, along with strong communication skills and fluency in French and English.

Requirements

• First experience in a Customer Success Manager position
• First experience in a Training Organization (training manager, trainer, training assistant)
• First experience in a consulting firm
• A keen interest for the digital industry, education and e-learning in particular
• Excellent interpersonal and communication skills
• Native French, and excellent English proficiency (B2 minimum)

Responsibilities

• Ensure the business impact of our solution in accordance with the objectives set with the clients
• Ensure the renewal of your client portfolio
• Create and develop processes to handle a one-to-many approach
• Create and develop reporting and communication processes
• Master our product and Convexity corporate culture
• Familiarize yourself with the processes and tools used by our CSP POOL Team. The objective is to analyze the customer journey and build a proactive digital and one-to-many communication strategy
• Join your first customer meetings with other CSPs from the team
• Answer to a pool of clients asynchronously
• Drive renewal calls
• Drive new customer onboardings
• Organize and present webinars, with internal experts
• Drive initiatives on specific topics such as ‘office hours’
• Successfully onboard new customers and ensure the launch is on time
• Define the learning transformation roadmap during Business Reviews with the client and identify the asynchronous and one-to-many resources needed to achieve them
• Define a retro-planning of the asynchronous resources and one-to-many 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
• Identify new project opportunities to develop the account and align with the Account Management team
• 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
• Participate in process and automation improvement

Preferred Qualifications

Previous experience in the SaaS B2B industry

Benefits

• Work From Home allowance
• Social security
• Health insurance
• Unemployment insurance
• Common contingency
• Salary guarantee fund
• Leave requests are subject to local policies
• Flexible hours
• Total work from home possible anywhere in Spain