Within 1 month, you will:
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
Within 3 months, you will:
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
Within 6 months you will:
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
Within 12 months, you will:
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 
The 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:
What We Offer
Compensation: Package includes base salary, a variable component and equity 📈 Benefits/Perks: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent.  Balance: 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 🌍 Diversity, Equity, and Inclusion: 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: 🌎🌏🌍 Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture: & find out more about the teams, product and processes 🚀👩🏻‍💻🏆
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 !