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Chief Customer Officer
Il y a 4 mois
As the Global Chief Customer Officer, you will champion our unique mission: to empower performance-driven L&D teams to identify skills gaps and collaborate with internal experts to close them. This role defines what sets us apart — it's what “only 360Learning can do”
In this role, you will lead over 100 talented individuals across Customer Success (CS), Professional Services (PS), and Support, distributed across the US, Canada, France, Germany, and the UK. You will be supported by two dedicated Customer Success Operations professionals and one Customer Success Enablement specialist.
Your primary responsibility is to guide the team in designing and implementing a robust methodology that transitions our clients smoothly from implementation to adoption, and further to renewal and upselling, catering to both mid-sized and enterprise clients across different regions. You also contribute to our evangelisation efforts, turning clients into advocates, speaking at conferences and developing thought leadership material. You will foster deep relationships with our top global clients.
You will be one of the key stakeholders of the exec team, collaborating with our sales, marketing and product leaders to shape the strategy and future vision of the company for product growth, GTM, M&A initiatives, etc.
Within 1 month, you will:
- Become proficient with our convexity model.
- Deep dive into our products through comprehensive training.
- Engage with the global team via virtual coffee chats and happy hours.
- Conduct an initial assessment of our current methodologies.
Within 3 months, you will:
- Finalize and present your action plan to the executive team.
- Conduct a comprehensive review of our Customer Success organization.
- Analyze the client base to pinpoint key clients for focused engagement.
- Forge strong relationships with key decision-makers at major clients
- Master our maturity model and Learning & Development playbook alongside our Chief Learning Officer, David James.
Within 6 months, you will:
- Overhaul Customer Success/Professional Services methodologies and ensure their adoption.
- Work closely with Sales Leadership to craft our upselling strategy.
- Coordinate with the Product team to align on the strategic roadmap.
- Present your strategic plan and initial outcomes to the board.
- Bring us to the top 5 LMS on G2 and maintain #1 on e-learning industry with client reviews
The Skill Set:
- 10+ years of experience in CS/PS in a top enterprise SaaS company
- Experience managing senior stakeholders (CHRO of Fortune 500 companies)
- Public speaking skills / experience in speaking at tradeshows
- Management experience in a global company (NA and EMEA culture)
- Experience with HR/L&D tech is a plus
- Experience in consulting / ability to build frameworks is a plus
- Phone Screen with our Talent Acquisition Manager
- Discovery Meeting with our Chief Operations Officer
- Case study Meeting with our Chief Operations Officer and VPs Customer Success
- Clarification Meeting with our Chief Revenue Officers (North America & EMEA) and our Chief Product and Technical Officer
- Culture fit Meeting with our CEO
- Final meeting with our CEO
- Ref Checks
- Offer
What we offer:
- Compensation: Pay structure includes base salary, variable incentive pay, and company equity
- Benefits/Perks: Comprehensive medical, vision, and dental insurance starting your first full month 401k matching starting from day 1 Generous parental leave Professional development opportunities through our own platform
- Balance: We offer unlimited days of annual PTO 5 days for sick leave 10 holidays We are a remote-first organization and promote 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
