Job details

Digital Customer Success Manager

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!

Average salary estimate

$52500 / YEARLY (est.)

min

max

$45000K

$60000K

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What You Should Know About Digital Customer Success Manager, 360Learning

As a Digital Customer Success Manager at 360Learning, you'll play a crucial role in helping our clients optimize their digital training strategies using our innovative platform. Your mission is to deliver tangible business impact aligned with our clients' goals while ensuring the renewal of your client portfolio. You’ll focus on creating processes for efficient one-to-many communication and developing relevant reporting mechanisms. From day one, you'll dive into mastering our exceptional product and understanding the unique Convexity corporate culture. Within just a month, you’ll join initial customer meetings and engage with a pool of clients asynchronously. Fast forward to three months, you'll be leading renewal calls and hosting webinars with expert presenters. By six months, you’ll ensure seamless onboarding for new clients, identify use-cases, and craft personalized learning roadmaps to foster strong relationships. After a year, your skills will shine as you tackle churn effectively and share successful strategies with your team. To thrive in this position, we look for someone with a background in customer success, training, consulting, or a strong fascination with the digital education landscape. Proficiency in both French and English is essential. Join 360Learning, where your efforts contribute to empowering organizations worldwide through a culture that celebrates diversity and innovation in learning!

Frequently Asked Questions (FAQs) for Digital Customer Success Manager Role at 360Learning

What are the key responsibilities of a Digital Customer Success Manager at 360Learning?

As a Digital Customer Success Manager at 360Learning, your primary responsibilities include ensuring client satisfaction and business impact, managing client renewals, developing effective communication processes, and building strong client relationships. You will also analyze customer journeys, onboard new clients, and lead initiatives that promote learning transformation within their organizations.