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Strategic Customer Success Partner Coach - France

7 hours, 49 minutes ago
France
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Apply Now
360Learning

360Learning

360Learning offers a comprehensive digital learning platform that empowers organizations to collaboratively create, deliver, and enhance training courses, leveraging data and AI to engage learners and trainers while facilitating continuous upskilling f...

Diversified Consumer Services
201-500
Founded 2010
$243M raised
View All Jobs 45

Description

  • Coach, mentor, performance-manage, and create career plans for Client Success Partners.
  • Own escalation management for the team’s strategic customer accounts and complex customer situations.
  • Drive renewal, expansion, adoption, and customer-success performance across the team’s book of business.
  • Build forecasts, identify customer and team performance gaps, and define corrective initiatives.
  • Report on risk, retention, expansion, product needs, and customer performance metrics; contribute to customer warning meetings.
  • Conduct account reviews, set quarterly OKRs, and develop 12-month account roadmaps.
  • Engage senior customer stakeholders, including decision-makers, HR, L&D leaders, executives, and COMEX members.
  • Partner with Account Executives to identify expansion opportunities and nurture customer advocates for influenced sales.
  • Lead customer experience meetings and serve as an expert on sophisticated platform usage.
  • Collaborate with Account Management, Product, Alliances, and CS Operations; support pre-sales and hire/onboard team members as needed.

Requirements

  • At least 10 years of Customer Success experience, including 5 years in a management position.
  • Proven success as a CSP Coach, with objectives achieved over the past 18 months.
  • Strong understanding of French enterprise market dynamics, including corporate culture, L&D trends, and procurement.
  • Ability to align product capabilities and learning-and-development strategy to champion collaborative learning.
  • Strong negotiation and stakeholder-management skills with C-level executives and HR/L&D leaders.
  • Data-driven approach to analyzing churn, adoption, retention, and customer-success metrics.
  • Demonstrated coaching, mentoring, performance-management, and career-development planning experience.
  • Fluent English (US/UK) and French at B2 level or equivalent.
  • Experience managing complex customer situations and conducting meetings at customer sites with CEOs, Directors, or COMEX members.
  • Ability to support pre-sales discussions and mobilize internal stakeholders to advance projects or resolve conflicts.

Benefits

  • Compensation package including base salary, variable pay, and equity.
  • Work-from-home stipend, RTT, lunch vouchers, medical insurance, and gym subscription.
  • One month of parental leave for the second parent.
  • Flexible hours and fully remote work anywhere in France.
  • Possibility to work remotely outside France, subject to eligibility and approval.
  • Employee resource groups focused on mental health, sustainability, women, parents, LGBTQIA2S+, and ethnic diversity.

Interested in this position?

Apply directly on the company website

Apply Now

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