Digital Customer Success Partner

Summary

Join 360Learning's Customer Success Team as a key player supporting clients' digital training strategies using the 360Learning platform. You will guide clients through the launch of their new collaborative learning software in North American markets, ensuring contract renewals and aligning the solution's impact with clients' business objectives. Collaborate closely with the North American Account Management team to meet client KPIs. Develop processes, reporting, and communication for efficient client support. This role involves building strong client relationships, identifying new project opportunities, and reducing churn. The position requires experience in customer success, particularly within the SaaS industry, and managing a large book of business.

Requirements

• At least 1-1.5 years of experience in a Customer Success position, ideally in the SaaS industry
• Experience managing a large book of business consisting mostly of SMB clients (100+ clients)
• Proactive approach to client management
• Ability to express your ideas through data in a clear and concise manner, both in writing and orally
• Strong interest for the digital industry, education and e-learning in particular

Responsibilities

• Ensure the renewal of contracts through the coordination of different resources (technical, educational, etc.)
• Ensure the business impact of our solution is in line with the clients’ business objectives
• Work closely with the North American Account Management team to ensure client KPIs are met
• Create and develop processes, reporting, and communication to handle a one-to-many approach
• Master our product and Convexity corporate culture
• Familiarize yourself with the processes and tools used by our Customer Success (CS) team
• Participate in your first customer meetings with other Customer Success Managers 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 customers to identify the features that will impact your customers’ success
• Define the learning transformation roadmap with the client and identify the resources needed to achieve them
• Activate and build a digital strategy for your book of business spanning North America including outbound campaigns, inbound ticket management and hosting webinars
• Define planning of the initiatives on the solution
• 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 grow your book of business
• Reduce churn by identifying customers at risk and implementing an action plan
• Identify and record in our CRM SFDC strong leaders within the client’s team
• Develop and share good business practices with the entire Client Success Team

Preferred Qualifications

• Preference for working in a results-oriented culture
• Enthusiasm for our working environment

Benefits

• Compensation: Pay structure includes base salary, variable incentive pay, and company equity
• Benefits/Perks : Comprehensive health insurance starting your first day of employment
• RRSP contribution matching
• Generous parental leave
• Professional development opportunities through our own platform
• We offer unlimited days of annual PTO
• 5 days for sick leave
• Holiday time in accordance with the Ontario Holiday Calendar
• We are a remote-first organization and promote flexible work hours