Digital Customer Success Manager
Spain, Remote
Customer Success – Customer Success /
Full Time /
Remote
As a Digital Customer Success Manager, you will support our clients in their digital training strategy through the 360Learning platform. Your main goals will be to :
- 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
Your role plays a key part in the customer success team, you are responsible for the development of the relationship with your clients!
Within one month, you will:
- 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
Within three months you will:
- Drive renewal calls
- Drive new customer onboardings
- Organize and present webinars, with internal experts
- Drive initiatives on specific topics such as ‘office hours’
Within six months you will:
- 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
Within 12 months you will:
- 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
The Skill Set:
- First experience in a Customer Success Manager position is preferred
- Or first experience in a Training Organization (training manager, trainer, training assistant)
- Or first experience in a consulting firm
- A keen interest for the digital industry, education and e-learning in particular
- Excellent interpersonal and communication skills
- Previous experience in the SaaS B2B industry is nice to have
- Native French, and excellent English proficiency (B2 minimum)
What we offer:
- Compensation: Package includes base salary and a variable component 📈
- Benefits: Work From Home allowance, social security, health insurance, unemployment insurance, common contingency, salary guarantee fund. Leave requests are subject to local policies.
- Balance: Flexible hours, Total work from home possible anywhere in Spain 🏠
- 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: 360learning.com/blog/corporate-social-responsibility-charter 🌎🌏🌍
- Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture: https://bit.ly/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC 🚀👩🏻💻🏆
Interview Process:
- Phone Screen with our Talent Acquisition Manager
- Discovery Meeting with a CSP
- Case study Meeting with a CSP Coach and a CSP Ops
- Culture fit Meeting with our Head of CSP
- Offer !
Who We Are
360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners–all from one place.
360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across the US and EMEA.
Learning Includes Everyone.
In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!
