As a key role on the Customer Team in the German market, you will play a crucial role in ensuring the region’s success through our clients’ success. In the Build phase, you will manage the implementation team whose mission is to support customers during the launch of their new collaborative learning software, acting as a project manager when local language is needed.
Once they are live with on the platform, you will continue to support our clients in their digital training strategy through the 360Learning platform.
You will ensure the renewal of contracts by coordinating the different resources (technical, educational, etc.) made available. You will ensure the business impact of our solution in line with the client’s business objectives, and work closely with the local sales team to ensure client KPIs are met, while liaising with your customer success colleagues throughout Europe and the US.
Within 1 month, you will:
- Master our product and Convexity corporate culture
- Familiarize yourself with the processes and tools used by our CS team
- Participate in your first customer meetings with other CSMs from our team
Within 3 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 Product Managers to identify the features that will impact your team's activity
Within 6 months, you will:
- Define the learning transformation roadmap with the clients and identify the resources needed to achieve them
- Define a retro-planning of the 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
- Work with the Account Managers to identify new project opportunities to develop the account
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
The Skills Set
- 3-4 years experiences in a Customer Success position, ideally in the SaaS-industry
- Native German and fluent English proficiency
- Proactive and prefer working in a strong results-oriented culture
- Capability to prioritize and manage a big portfolio of clients
- Ability to express your ideas 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 culture explained here: https://bit.ly/Convexity_360L
Interview Process
- Phone Screen with our Talent Acquisition Manager
- Discovery Meeting with a Customer Success Manager
- Case Study with our Director of Customer Success and another Customer Success Manager
- Clarification Meeting with our Customer Success Operations Manager
- Culture Fit Meeting with our Chief Customer Officer
- Offer !
What We Offer
- Compensation: Package includes base salary, a variable component and equity 📈
- Benefits: Work From Home perks, 1 month parental leave for the second parent
- Balance: Flexible hours, remote work possible anywhere in Germany, France or the UK 🏠
- 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 what's it like to join 360Learning through our onboarding journey: https://360learning.com/blog/360learner-journey/ & Convexity Culture: https://bit.ly/Convexity_360L 🚀👩🏻💻🏆
Top Skills
What the Team is Saying
What We Do
Performance-driven learning & development teams achieve business impact with 360Learning. L&D teams leverage AI and collaborative learning to pinpoint skills gaps, capture knowledge from experts, and deliver it to learners when needed most. 360Learning’s learning platform is equipped with powerful LMS automation, collaborative learning Academies, tools to create a top-notch learner experience, and an AI-powered Skills ontology to activate skills-based learning. Employees upskill, customers learn, and partners are trained—all from one place. 360Learning partners with 2,500+ companies to deliver impactful learning. Founded in 2013, the company has raised $240 million and built a team of 400+ across New York, Paris, London, and Germany. 360Learning pioneered collaborative learning, launched the first AI certification for L&D, and founded the L&D Collective community to foster knowledge sharing and relationship building.
Why Work With Us
We are powered through our culture called Convexity (more info here: http://bit.ly/Convexity_360L). We focus a lot on making an impact, but also maintaining "Your Life, Your Way", where we believe you can be successful anywhere. We are strong-believers in documenting our process, sharing continuous feedback and having low authority.
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360Learning Teams
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Remote Workspace
Employees work remotely.
360Learning is a remote-first employer. We have entities in France, the UK, Germany, Spain, the US, and Canada. We also offer a monthly allowance for our remote employees to create a productive workspace at home, or to rent a co-working space.
