Description
You will be joining the Strategy & Operations team: an international team of 10 talented, results-driven professionals with consulting and B2B SaaS experience- working directly with the CEO and the rest of the exec team.
Our mission is to ensure 360Learning's efficient growth & healthy business. In your scope, you will have a primary focus on the customer success teams (incl. support). You will
- Partner with our CS leaders to deliver best-in-class net retention performance. Your key stakeholders include our Chief Customer Officer, CS VPs, Global Head of Support.
- Deliver strategic, cross-team initiatives to improve our core CS performance metrics (gross retention, subscription margin, advocacy), e.g define and roll out a new service offering and pricing; scale the adoption of AI tools internally to increase team productivity; and improve the content and impact of our client-facing meetings.
- Turn CS strategy into actionable plans and playbooks for the CS teams, ensuring their quality, scalability, and alignment with SaaS best-practices.
- Frame business and resource allocation decisions: identify staffing needs, define client support models and offerings, etc.
- Monitor closely KPIs and execution. Deliver insights to the exec team and proactively suggest initiatives to improve performance.
- Propose adjustments to our business plan on a quarterly basis.
Within 1 month you will:
Within 3 months you will
Within 6 months you will:
Within 12 months you will:
The Skill Set:
What we offer:
Interview process:
Additional Information
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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