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.
