Introduction to the Team & Role

As a Customer Success Partner, you will partner with our clients to achieve their digital training strategy through the 360Learning platform. The relationship you create with your customers will allow you to map your customer’s key business objectives, audit and analyze platform usage to identify opportunities, review benchmarks and best practices, create action plans to capitalize on those opportunities. You will ensure the renewal of contracts by helping our customers achieve their desired outcomes, which in many cases includes coordinating different resources to address customer requirements (technical, educational, etc.). This is a high profile role within our growing company, as you are responsible for the development and goal attainment of our clients!

“Our Mid-Market Customer Success team plays a critical role in ensuring customers realize the full value of our platform. This happens through ongoing conversations about driving adoption, aligning solutions to business goals, and proactively supporting long-term success. Through strategic partnership and ongoing engagement, our CSPs help customers maximize business outcomes, uncover new opportunities, and achieve measurable impact.”

— Shae Phelps Pedan, Manager, Customer Success, Mid Market

“At 360Learning, Customer Success is a key strategic differentiator. Our Customer Success Partners (CSPs) help organizations accelerate upskilling by delivering measurable business impact and long-term value. Customers can expect strategic partnership, strong execution, and outcome-focused guidance that transforms L&D into business results.”

— Paul Escobedo, Sr Director, Customer Success

What You’ll Do

Within 1 month, you will:

• Master our product and Convexity corporate culture
• Familiarize yourself with the processes and tools used by our Customer Success team
• Participate in your first customer meetings with members of your team

Within 3 months, you will:

• Take over a portfolio of existing customers
• Start new projects with new clients
• Audit and analyze platform usage to identify opportunities
• Bring L&D industry best practices and customer benchmarks

Within 6 months, you will:

• Define the Learning & Development roadmap & strategy with your client, and identify new use cases to deploy on the platform
• Identify and document customer use cases
• Develop a relationship of trust between the client and 360Learning, in particular by being in contact with key sponsors
• Work with Key Account Managers to detect new projects to develop the account

Within 12 months, you will:

• Limit churn by identifying customers at risk and implementing corrective actions

• Identify and develop advocates

• Develop and share good business practices with the entire Customer Success team

• 3 years of experience in a Customer Success role

• Previous experience in an HR Tech or Learning Solution SaaS environment

• Previous experience working in the SaaS industry

• Knowledge of customer success KPIs

• Strong interpersonal and communication skills

• Ability to dig into client needs and pain points

• Bachelor’s Degree or equivalent

• Enthusiasm for our working environment explained here:  https://bit.ly/Convexity360L

• Compensation: Pay structure includes base salary, variable incentive pay, and company equity 📈

• Benefits/Perks: Comprehensive health insurance starting your first day of employment 🏥 RRSP contribution matching 🏦 Generous parental leave 👶 Professional development opportunities through our own platform 📚

• Balance: We offer unlimited days of annual PTO 🌴 5 days for sick leave 🤒 Holiday time in accordance with the Ontario Holiday Calendar 🗓 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 🤝

• 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: https://bit.ly/Convexity360L & find out more about the teams, product and processes https://bit.ly/42H1ggC 🚀👩🏻‍💻🏆