Customer Success Manager (UK & Germany)

Employment Type: Full Time

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 UK and German markets during the launch of their new collaborative learning software.

Key Goals

• Ensure the renewal of contracts by coordinating the different resources (technical, educational, etc.) made available.
• Ensure the business impact of our solution is in line with the client’s business objectives.
• Work closely with the EMEA account management team to ensure client KPIs are met.
• Create and develop processes to handle a one-to-many approach, reporting and communication processes.

Onboarding & Development Timeline

Within 1 month:

• 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 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 Germany and the United Kingdom 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.

The Skills Set

• At least 2 years of experience in a Customer Success position, ideally in the SaaS industry.
• Fluent proficiency in English and German.
• Proactive and prefer working in a results-oriented culture.
• Capability to prioritize and manage a large portfolio of clients.
• 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.

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: bit.ly/Convexity_360L & find out more about the teams, product and processes bit.ly/42H1ggC 🚀👩🏻‍💻🏆

The Interview Process

1. Phone screen with our recruiter.
2. Discovery meeting with a member of the CSP DACH team.
3. Case study with the Digital CSP Coach and CSP Coach UK team.
4. Clarification meeting with a Customer Success Manager.
5. Cultural Fit interview with our Chief Customer Officer.
6. Offer!

⇾ Get ready using our Knowledge Base: bit.ly/42H1ggC

Who We Are

360Learning enables companies to upskill from within by turning their expert...