Location: Canada, Remote
Department: Customer Success
Job Type: Full Time
About 360Learning
At 360Learning, we are dedicated to helping our clients achieve their digital training strategies through our innovative platform. We are looking for a Customer Success Manager (or as we like to call them, Client Success Partner) to join our team and play a crucial role in driving the success of our clients.
Position Overview
As a Customer Success Manager, you will partner with our clients to map their key business objectives, analyze platform usage, identify opportunities, review benchmarks and best practices, and create action plans to capitalize on those opportunities. You will ensure contract renewals by helping customers achieve their desired outcomes, coordinating various resources to address their needs.
Key Responsibilities
Within 1 Month:
- Master the 360Learning product and understand the Convexity corporate culture.
- Familiarize yourself with the processes and tools used by the Customer Success team.
- Participate in initial customer meetings with team members.
Within 3 Months:
- Take over a portfolio of existing customers.
- Start new projects with new clients.
- Audit and analyze platform usage to identify opportunities.
- Learn industry best practices and benchmarks.
Within 6 Months:
- Define the Learning & Development roadmap and strategy with your clients, identifying new use cases for deployment on the platform.
- Create a timeline for the deployment of these initiatives.
- Identify and document customer use cases.
- Build a trusting relationship with clients, particularly with key sponsors.
- Collaborate with Account Managers to detect new projects for account development.
Within 12 Months:
- Reduce churn by identifying at-risk customers and implementing corrective actions.
- Identify and develop customer advocates.
- Share best practices with the entire Customer Success team.
Required Skills and Experience
- Minimum of 3 years of experience in a Customer Success role.
- Previous experience in the SaaS industry is required.
- Experience in Learning & Development is preferred.
- Knowledge of customer success KPIs.
- Strong interest in education and e-learning.
- Excellent interpersonal and communication skills.
- Ability to understand client needs and pain points.
- Bachelor’s Degree or equivalent.
What We Offer
- Compensation: Competitive pay structure including base salary, variable incentive pay, and company equity.
- Benefits: Comprehensive medical, vision, and dental insurance, RRSP matching, and generous parental leave.
- Professional Development: Opportunities for growth through our platform.
- Work-Life Balance: Unlimited annual PTO, 5 days of sick leave, 10 holidays, remote-first work environment, and flexible work hours.
- Diversity, Equity, and Inclusion: Active Employee Resource Groups (ERGs) focusing on various important issues, each with executive team representation to enhance awareness and impact.
How To Apply
Application Link
https://jobs.lever.co/360learning/1f4ad3e5-7012-4096-8ede-db3c96c087be
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