360Learning

Digital Customer Success Partner - UK & DACH

London, England, United Kingdom

Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
EdTech, SaaS, E-learningIndustries

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.

Your main goals will be to:

  • 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.

Key Responsibilities & Timeline

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 2 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 customers to identify the features that will impact your customers’ success.

Within 4 months, you will:

  • 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, you will:

  • 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: Health Benefits - Medical, Vision, Dental, Life, Accidental Death & Personal Loss, and Disability coverage, Employee Care Line.
  • Balance: Flexible hours, Total work from home possible anywhere in 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 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 w...

Skills

Customer Success
Digital Training Strategy
SaaS Platform
Client Relationship Management
Account Management
Project Management
Process Development
Webinar Hosting
CRM
Salesforce
Customer Onboarding
Customer Retention
Churn Reduction
Business Development
Learning and Development
German Language
English Language

360Learning

Corporate learning platform for employee upskilling

About 360Learning

360Learning provides a learning platform designed for corporate environments, focusing on enhancing employee skills through collaboration and artificial intelligence. The platform allows in-house experts to become learning collaborators, enabling businesses to efficiently upskill their workforce. It automates mandatory training processes, reducing onboarding tasks and promoting community engagement within organizations. The platform also features one-on-one video coaching, which is especially useful for sales teams, and offers accessible training for frontline staff on any device. Unlike many competitors, 360Learning emphasizes a collaborative approach to learning and has been recognized for its effectiveness in the corporate learning technologies market. The company's goal is to facilitate continuous learning and development within organizations while ensuring high standards of data security and compliance with regulations like GDPR.

New York City, New YorkHeadquarters
2013Year Founded
$235.7MTotal Funding
LATE_VCCompany Stage
Cybersecurity, AI & Machine Learning, EducationIndustries
201-500Employees

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
401(k) Company Match
Unlimited Paid Time Off
Paid Sick Leave
Paid Holidays
Flexible Work Hours
Remote Work Options
Parental Leave

Risks

Integration challenges with eLamp's technology could delay new feature rollouts.
Economic uncertainties may impact 360Learning's expansion plans in North America.
Reliance on key personnel like Chris Bondarenko poses risks if leadership changes occur.

Differentiation

360Learning offers a collaborative learning platform leveraging AI for personalized learning.
The platform integrates with Salesforce and HR systems to align training with business goals.
360Learning's iterative training framework allows for constant course improvement by peer feedback.

Upsides

360Learning's North American operations grew 65% year-on-year, showing strong market demand.
Acquisition of eLamp enhances 360Learning's capabilities in AI-powered skills-based learning.
Increased demand for AI-driven personalized learning experiences supports 360Learning's platform growth.

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