Customer Success Manager

At 360Learning, a Customer Success Manager plays a critical role in ensuring that clients effectively use our digital training platform. By partnering closely with clients, you will help them align their learning and development goals with our tools. This includes analyzing platform usage, identifying opportunities for improvement, and maintaining open lines of communication to support customer needs and drive success.

To be considered for the Customer Success Manager role at 360Learning, candidates should have at least 5 years of experience in a Customer Success position, preferably within an HR Tech or Learning Solutions SaaS environment. A Bachelor's degree or equivalent is required, along with strong communication skills and a good understanding of customer success KPIs.

Employees in the Customer Success Manager role have the opportunity to advance within 360Learning by developing their skills and taking on more significant responsibilities. As you successfully manage client relationships and demonstrate your understanding of their needs, you may progress to senior leadership roles or take on specialized positions. The company offers professional development opportunities to facilitate this growth.

At 360Learning, we prioritize the well-being of our team members. For Customer Success Managers, we offer flexible work hours, the ability to work remotely, and generous paid time off policies, including unlimited vacation days and additional sick leave, to promote a healthy work-life balance.

New Customer Success Managers at 360Learning will go through a comprehensive onboarding program designed to familiarize them with our platform, corporate culture, and team processes. Within the first month, you will participate in customer meetings and engage with our product to ensure you are well-prepared to support our clients effectively.

360Learning provides a competitive compensation package for Customer Success Managers, including a base salary, variable incentive pay, and company equity. In addition, we offer comprehensive medical, vision, and dental coverage, RRSP matching, generous parental leave, and opportunities for professional development through our internal platform.

The culture at 360Learning is focused on inclusivity, collaboration, and continuous learning. As a Customer Success Manager, you'll be part of a diverse team that values different perspectives and experiences. Our active Employee Resource Groups and commitment to corporate social responsibility create a vibrant workplace where every voice is heard and valued.

When asked about your experience, tell a story of a specific customer success you achieved. Highlight how you built the relationship, identified their needs, and ultimately contributed to their success. This shows your ability to handle the core responsibilities of the role effectively.

You should discuss the specific KPIs that matter most, like customer satisfaction scores, product adoption rates, and renewal rates. Share a real-life example of how tracking these metrics led you to take action that resulted in a positive outcome for both the customer and the company.

Discuss the importance of identifying at-risk customers early. You might highlight methods such as regular check-ins, gathering feedback, and implementing corrective actions based on customer insights. This answer reflects your proactive approach to ensuring customer retention.

Talk about using tools and software for organization and time management. You could mention assessing customer needs based on urgency and significance to the company’s goals. This illustrates your strategic thinking and ability to juggle various responsibilities effectively.

Share a specific example of a challenging customer interaction, including how you resolved the issue while maintaining professional relationships. Highlight your listening skills, empathy, and problem-solving abilities.

Emphasize the importance of setting clear expectations and open communication. You should also mention regularly reviewing objectives and discussing progress with clients, ensuring their goals align seamlessly with what your company provides.

Explain how you actively seek feedback to gauge satisfaction and areas for improvement. Share how you have used this feedback to implement changes that have directly benefited customers.

Discuss the structured onboarding process you’ve used in the past, and how you customize it based on the client’s unique needs. This showcases your understanding of setting a strong foundation for a positive relationship.

You might mention subscribing to relevant publications, attending industry conferences, or participating in online networks. This shows your commitment to professional development and enhances the valuable insights you bring to your role.

Highlight your experience sharing successful strategies and lessons learned with colleagues, as well as participating in group meetings to brainstorm solutions. This shows your dedication to fostering a collaborative and productive team environment.