Customer Success Manager DACH

Position Overview

• Location Type: Total work from home possible anywhere in Germany
• Job Type: Full Time
• Salary: Not specified

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 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.

Onboarding & Development

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

Requirements

• 3-4 years of experience in a Customer Success position, ideally in the SaaS industry
• Native German and fluent English proficiency
• Ability to work in a strong results-oriented culture
• Capability to prioritize and manage a big portfolio of clients
• Excellent interpersonal and communication skills
• Strong interest in the digital industry, education, and e-learning in particular
• Enthusiasm for our culture (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 (US) and a team member
• Clarification Meeting with our Director of Customer Success (UK)
• 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, medical insurance, gym subscription, 1 month parental leave for the second parent.
• Balance: Flexible hours, Total work from home possible anywhere in Germany 🏠
• 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 🚀👩🏻‍💻🏆

Who We Are

360Learning enables companies to upskill. #LI-JS