Strategic Customer Success Partner Coach

360learning; United States; Remote; USD 100,000 - 144,000; Full time

Benefits offered by this job

Work From Home stipend

Medical insurance

Gym subscription

Lunch vouchers

RTT services

Job summary

360Learning is seeking a Client Success Partner Coach to own the top French accounts and mentor CSPs who manage them. You will guide learning strategies, build strong client relationships, and ensure renewals and expansions while developing team capabilities across the CSP group.

You will define forecasts, OKRs, and escalation paths, collaborate with AMs, product, alliances, and CS Ops, and conduct executive-level discussions with client leaders, shaping the long-term book of business in a

Qualifications

• Extensive experience in Customer Success management, including coaching teams.
• Strong ability to align product, learning strategy, and customer outcomes.
• Proven track record with enterprise French customers.

Responsibilities

• Own the top strategic French customers and mentor CSPs.
• Define forecasts, OKRs, and escalation points for the team.
• Lead executive-facing meetings with CEOs, Directors, and COMEX members.
• Drive renewal, expansion, and customer advocacy initiatives.
• Develop a 12-month vision/roadmap for the book of business.
• Oversee onboarding and development of new CSPs on the team.

Skills

Customer Success leadership

Stakeholder management

Data-driven decision making

Coaching and mentoring

English fluency (US/UK)

C-level communication

Job description

Описание:

Introduction to the Team & Role As a Client Success Partner Coach (or CSP Coach), you will own the most critical customers in France and support, mentor and guide the CSPs that manage them. The Client Success Partners are guiding the learning and development strategies of our customers through the 360Learning platform. They develop a strong relationship with each client and make sure our customers are satisfied, our contracts are renewed and our customers expand. As a Coach, your role is fundamental for the team: you are responsible for the development of every team member and the achievement of renewal and expansion of clients, for the largest accounts in the French market.

Задачи:

• Have started the new coach onboarding program
• Have defined your routine with each team member
• Pass the product pitch, competitor analysis and case study onboarding
• Establish yourself as the point of escalation on your team’s accounts
• Have familiarized yourself with the product, industry, and the internal tools designed for customer management at 360
• Define a reliable forecast
• Define initiatives to fill any identified gaps in your team and with customers
• Report on risk, detailed product needs, retention, expansion and customer performance metrics as well as support on customer warning meetings
• Deliver the first quarterly performance review for your direct reports
• Have defined the OKRs for the next quarter
• Have defined a routine for working with the AMs / the product / the alliances / CS Ops
• Be autonomous on the account reviews
• Make sure your team's CSPs will reach their targets
• Talk regularly with Decision Makers / HRs or L&D Directors
• Identify expansion with the AE on your team’s book of business
• Lead customer experience meetings to showcase how your customers are leveraging collaborative learning
• Identify and nurture customer advocates to produce influenced sales
• Have defined a vision/roadmap for your book of business for the next 12 months
• Depending on the context, you will also hire new teammates and ensure their successful onboarding in your team
• Be a go to resource on the most sophisticated usage of the platform from our most demanding French customers
• Define an annual roadmap for French strategic customer market, understanding competitors and opportunities for 360 Learning
• Work with teammates on their self career development
• Define career plans for each member of your team
• Be able to improve the support offered to our customers

Skill Set:

• At least 10 years of extensive experience in Customer Success and 5 years in a Manager position
• Ability to find the middle ground between the product, learning and development strategy and champion collaborative learning to drive the French strategic business forward
• Understanding of French enterprise market dynamics (corporate culture, L&D trends, procurement)
• Strong negotiation and stakeholder management skills (C-level execs, HR/L&D leaders)
• Data-driven decision making (analyzing churn, adoption, and success metrics)
• Coaching and mentoring skills (developing junior/mid-level client success managers)
• Performance management & career development planning
• Fluent English (US/UK) / B2 level or equivalent (FR)
• Successful experience as a CSP coach (having achieved objectives over the last 18 months)
• Ability to conduct meetings with CEOs, Directors or COMEX members at a customer site
• Experienced in managing complex customer situations
• Ability to intervene in the pre-sales phase to promote and advise on the support required by the prospect
• Ability to rely on the right people internally to move a project forward or manage a conflict
• Excellent interpersonal skills
• Enthusiasm for our working environment explained here: https://bit.ly/Convexity360L

Условия:

Compensation: Package includes base salary, a variable component and equity

• Work From Home stipend
• RTT
• Lunch vouchers
• Medical insurance
• Gym subscription
• 1 month parental leave for the second parent
• Flexible hours
• Full remote work possible anywhere in France
• Working remotely from outside France is also possible, subject to some conditions (tenure, performance, destination, length, etc.) and the approval of our Remote Committee

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/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC

Interview Process:

• Phone Screen with the Talent Acquisition Manager
• Discovery Meeting with the Senior Director of Customer Success
• Case study with the Chief Customer Officer and the Senior Director of Customer Success
• Meeting with the VP Sales
• Enterprise Culture Fit
• Meeting with the CEO
• Meet & greet with the CS team
• References & Offer !
• Get ready using our Knowledge Base: https://bit.ly/42H1ggC

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!