Customer Success Manager - North America

Position Overview

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.

Key Goals

• Ensure the renewal of contracts through the coordination of different resources (technical, educational, etc.).
• Ensure the business impact of our solution is in line with the clients’ business objectives.
• Work closely with the North American Account Management team to ensure client KPIs are met.
• Create and develop processes, reporting, and communication to handle a one-to-many approach.

Onboarding & Development Timeline

Within 1 month:

• 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:

• 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:

• 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:

• 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.

Requirements

• 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 in the digital industry, education, and e-learning in particular.
• Enthusiasm for our working environment: 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:
  • Unlimited days of annual PTO 🌴.
  • 5 days for sick leave 🤒.
  • Holiday time in accordance with the Ontario Holiday Calendar 🗓.
  • Remote-first organization with 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 processes: https://bit.ly/42H1ggC 🚀👩🏻‍💻🏆

Interview Process

• Phone Screen with our Talent Acquisition team.