Strategic Customer Success Partner – Coach

This is a fully remote position, open to applicants in France.

📋 Description

• Take ownership of the most significant clients in France.

• Provide support, mentorship, and guidance to Client Success Partners overseeing strategic accounts.

• Assist customers in developing their learning and development strategies using the 360Learning platform.

• Foster strong relationships with clients to ensure their satisfaction.

• Drive contract renewals and minimize churn rates.

• Meet renewal and expansion targets for the largest accounts within the French market.

• Complete the onboarding process for coaches and establish routines with team members.

• Review customer situations and manage account portfolios effectively.

• Act as the escalation point for team accounts.

• Identify initiatives to address gaps for both the team and customers.

• Report on risks, product requirements, retention, expansion, and performance metrics related to customers.

• Conduct warning meetings and quarterly performance assessments.

• Define OKRs and collaborate with Account Managers, Product, Alliances, and Customer Success Operations.

• Sponsor key customers and engage with decision-makers, HR representatives, and L&D Directors.

• Identify opportunities for expansion alongside Account Executives.

• Lead customer experience meetings and demonstrate collaborative learning implementation.

• Cultivate customer advocates and ambassadors to drive influenced sales.

• Establish forecasts, roadmaps, and annual strategies for strategic customers in France.

• Conduct performance evaluations, career planning, and team development initiatives.

• Recruit and onboard new team members as needed.

• Ensure that Client Success Partners meet their targets and enhance customer support.

⛳️ Requirements

• Minimum of 10 years of comprehensive experience in Customer Success, including 5 years in a managerial role.

• Ability to balance product offerings, learning and development strategies, and champion collaborative learning to propel the French strategic business forward.

• Insight into the dynamics of the French enterprise market, including corporate culture, L&D trends, and procurement processes.

• Strong negotiation and stakeholder management abilities with C-level executives and HR/L&D leaders.

• Data-driven mindset with a focus on analyzing churn, adoption, and success metrics.

• Coaching and mentoring capabilities for nurturing junior and mid-level client success managers.

• Skills in performance management and career development planning.

• Fluent in English (US/UK) or at B2 level or equivalent in French.

• Proven track record as a Client Success Partner, having met objectives over the past 18 months.

• Competence in conducting meetings with CEOs, Directors, or COMEX members at client locations.

• Experience in managing complex customer situations effectively.

• Ability to engage during the pre-sales phase to advocate for and advise on necessary support.

• Capacity to consult with relevant internal stakeholders to advance projects or resolve conflicts.

• Exceptional interpersonal skills.

• Passion for the working environment at 360Learning and the Convexity Culture.

🏝️ Benefits

• Work From Home stipend.

• RTT (Reduction of Working Time).

• Lunch vouchers.

• Medical insurance.

• Gym subscription.

• One month of parental leave for the second parent.

• Flexible working hours.

• Full remote work opportunity available anywhere in France.

• Possibility to work remotely from outside France, subject to certain conditions and approval from the Remote Committee.

• Equity options.