Strategic Client Success Partner

il y a 5 jours

Paris Remote, France 360Learning Temps plein
As a Client Success Partner (CSP) within the Strategic team, you will support our most strategic clients in their digital training strategy through the 360Learning platform. You will work with a portfolio of around 8 clients. 
Your mission is to build a strong relationship with the HR executives (CHRO, Chief Learning Officer & Digital Learning Manager) of our clients to develop the usage, adoption & impact of our solution.  Given the complexity of Strategic clients, you will act as a true facilitator to ensure the renewal of the clients by: - coordinating the different 360Learning resources (technical, pedagogical,...) - empowering the client with the Strategic positioning and vision provided by our solution  - Ultimately, you will ensure the renewal or signing of new contracts for accounts listed in your portfolio. Within 1 month, you will:
  • Master our product and Convexity corporate culture
  • Familiarize yourself with the processes and tools used by our Client Success Partner (CSP) team
  • Participate in your first customer meetings with other CSP's from the team
Within 3 months, you will:
  • Take over a portfolio of existing customers, for the most strategic accounts (Strategic accounts) at 360Learning 
  • Demonstrate the value and impact of our solution through KPIs
  • Kick off new projects and initiatives with your clients
Within 6 months you will:
  • Define the learning transformation roadmap with the client and identify the resources needed to achieve them
  • Identify and document customer use cases
  • Define and deliver our Strategic Customer Journey based on our Maturity Model framework and Collaborative Learning vision
  • 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 (up-selling and cross-selling opportunities)
Within 12 months, you will:
  • Reduce churn by identifying customers at risk and implementing a remedial action plan
  • Identify strong leaders & advocates within the client's team
  • Develop and share good business practices with the entire Client Success teamCollaborate with the team in building our Strategic support for clients
The Skill Set
  • 6+ years of experience as a Client Success Manager or HR/Learning/Change Management Consulting or Digital Learning Manager
  • Ability to lead complex and impactful projects in/for Strategic accounts (more than 12,5k employees)
  • Proven knowledge of the SaaS B2B industry
  • Proven interest in the digital industry, education, and e-learning in particular
  • Excellent interpersonal and communication skills
  • Native French, and excellent English proficiency (B2 minimum)
  • Enthusiasm for our working environment explained here:   
What we offer
  • Compensation: Package includes base salary, a variable component and equity
  • Benefits/Perks: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent
  • Balance: Flexible hours, full remote work possible anywhere in France
  • 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:
  • Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture: & find out more about the teams, product and processes
Interview process
  • Phone Screen with our Talent Acquisition Manager
  • Discovery Meeting with a Client Success Partner from our Strategic team
  • Case Study with our Strategic Client Success Partner Coach and a team member
  • Clarification Meeting with our Customer Success Operations Manager
  • Culture Fit Meeting with our Chief Customer Officer
  • Offer


Who We Are 360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners–all from one place.
360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across North America and EMEA.
Learning Includes Everyone. In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you

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