Company: 360Learning
Type: Full-time
Location: Remote
Salary: Competitive base salary, variable incentive pay, and company equity
Overview
360Learning is seeking a Customer Success Manager, also known as a Client Success Partner, to join their remote team. In this full-time role, you’ll work closely with clients to enhance their digital training strategies using the 360Learning platform. Your primary responsibilities will include aligning customer objectives with platform capabilities, analyzing usage data to identify improvement opportunities, and ensuring contract renewals through successful client outcomes. This high-profile position is crucial to the company’s growth and client satisfaction.
Role Responsibilities
As a Customer Success Manager at 360Learning, your key tasks will involve:
- Client Engagement: Develop and maintain strong relationships with clients to understand their business goals and digital training needs. Map these objectives to the platform’s features and capabilities to ensure effective use.
- Platform Analysis: Regularly audit and analyze platform usage to uncover opportunities for enhancing client engagement and achieving their goals.
- Action Plans: Create and implement action plans based on analysis and industry benchmarks. Develop strategies to capitalize on identified opportunities and measure ROI.
- Contract Renewal: Ensure contract renewals by demonstrating the value of the platform through successful client outcomes, which may include coordinating technical and educational resources.
First Year Objectives
- Month 1: Learn about 360Learning’s products and corporate culture. Get acquainted with Customer Success processes and tools. Join initial client meetings with your team.
- Month 3: Take over an existing customer portfolio. Start new projects with newly acquired clients. Begin auditing and analyzing platform usage to identify opportunities. Familiarize yourself with industry best practices.
- Month 6: Develop and implement a Learning & Development strategy for clients. Identify and document new use cases and work on deploying them. Build and strengthen client relationships, particularly with key sponsors. Collaborate with Account Managers to uncover new projects.
- Month 12: Address and reduce customer churn by identifying at-risk clients and implementing corrective measures. Cultivate customer advocates and share successful practices with the Customer Success team.
Skills and Qualifications
- Experience: Minimum of 3 years in a Customer Success role, with SaaS experience required. Background in Learning & Development is preferred.
- Education: Bachelor’s degree or equivalent.
- Skills: Strong communication and interpersonal abilities. Proficiency in understanding customer needs and addressing pain points. Familiarity with customer success KPIs and a strong interest in e-learning and education.
What We Offer
- Compensation: Competitive base salary, variable incentive pay, and equity in the company.
- Benefits: Comprehensive medical, vision, and dental insurance; RRSP matching; generous parental leave; and professional development opportunities through 360Learning’s own platform.
- Work-Life Balance: Unlimited annual PTO, 5 sick days, 10 paid holidays. Remote-first work environment with flexible hours.
- Diversity and Inclusion: We have six active Employee Resource Groups (ERGs) including those focused on mental health, sustainability, women, parents, LGBTQIA2S+, and ethnic diversity. Each group has executive support to enhance their impact.
- Corporate Social Responsibility: Learn more about our CSR initiatives here.
Culture and Interview Process
360Learning fosters a collaborative and inclusive culture. You’ll have access to resources and a supportive framework to make a significant impact. The interview process includes a phone screen with the Talent Acquisition Manager, a discovery interview with the Hiring Coach (Director of Customer Success), a team introduction and case study with the Hiring Coach and two Customer Success team members, and a culture interview with the Chief Customer Officer. Successful candidates will then receive an offer.
About 360Learning
Founded in 2013, 360Learning has revolutionized the way organizations upskill by leveraging internal experts for collaborative learning. With a presence in 1,700 organizations globally and having raised $240 million, the company supports employee, customer, and partner growth through its LMS platform. 360Learning is committed to diversity, inclusion, and equal opportunity, celebrating a broad range of perspectives and experiences to enhance its learning platform.
For more information, visit our Culture Overview and explore our Knowledge Base.
