Customer Success Manager in Berlin bei 360Learning

360Learning

As our second team member on the Customer Success Team for 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 coordinate 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 also 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

Call with our recruiter
Interview with our Hiring Coach
Case study with 2 future CSP colleagues
Clarification meeting with our CS Operations Manager
Cultural Fit with our VP of CS
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 ‍