As a key role on the Customer Success Team, you will support our clients in their digital training strategy through the 360Learning platform. You will lead the setup and support for clients across our North American markets during the launch of their new collaborative learning software.
Your main goals will be to:
1. Ensure the renewal of contracts through the coordination of different resources (technical, educational, etc.)
2. Ensure the business impact of our solution is in line with the clients’ business objectives
3. Work closely with the North American Account
4. Management team to ensure client KPIs are met
Create and develop processes, reporting, and communication to handle a one-to-many approach
Within 1 month, you will:
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
Within 2 months, you will:
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
Within 4 months, you will:
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
Within 12 months, you will:
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
The Skill Set
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
Preference for working in a results-oriented culture
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
Enthusiasm for our working environment, explained here: https://bit.ly/Convexity_360L
What We Offer
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 📚
Balance: 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 🏠
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 processeshttps://bit.ly/42H1ggC 🚀👩🏻💻🏆
Interview process
Phone Screen with our Talent Acquisition Manager
Discovery Interview with the Hiring Coach (Director of Customer Success)
Case Study with CS Team Leadership
Clarification Meeting with a fellow Customer Success Manager
Culture Interview with the Cross Functional Team Leader
References & Offer!
