Retention & Professional Services Strategy and Operations Manager

At 360Learning, we are looking for a Retention & Professional Services Strategy and Operations Manager to help us improve customer outcomes at scale.

This role will primarily focus on retention, while also driving strategic and operational initiatives across Professional Services. You will work closely with senior leaders across Customer Success, Professional Services, Sales, and Product to turn priorities into action, improve performance across key metrics, and ensure our teams, offerings, and ways of working are set up to deliver long-term customer value.

Your core activities will include:

Strategic Partnership & Stakeholder Management :

• Partner closely with Professional Services and Customer Success leaders to drive retention and service excellence. Your key stakeholders include: Global Senior VP of Professional Services and regional leaders, Chief Customer Officer (CCO), VP Sales, and CROs

• Deliver strategic, cross-team initiatives to improve our core Retention performance metrics and Professional Services team metrics (PS P&L, successful implementation, advocacy, gross retention)

Operational Excellence :

• Turn Professional Strategy strategy into actionable plans and playbooks for the PS 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, optimize team structure

Performance Management & Insights :

• Monitor KPIs and execution closely, delivering insights to the Executive team.

• Proactively suggest initiatives to improve performance based on data analysis.

• Propose adjustments to our Business Plan on a quarterly basis

Within 1 month you will:

• Master our internal tools and processes
• Become an expert on our customer success team's processes & tools as well as on our product
• Identify your first OKRs to help boost customer success and support performance

Within 3 months you will

• Become the main business partner for the Chief Customer Officer
• Become the owner of the churn forecasting and CST staffing exercise
• Deliver your first OKR with immediate bottom line impact

Within 6 months you will:

• Lead a project to improve our services offering and pricing
• Understand our customer journey attrition and deliver initiatives to fix biggest attrition issues
• Optimize our target/incentives model.

Within 12 months you will:

• Become a customer success operations thought leader by proactively benchmarking best practices in the market
• Partner with CS leadership to boost our performance.

The Skill Set:

• 2-3+ years of experience in a Top-Tier consulting or in a Tech startup environment
• Entrepreneurial mindset, thrives in a fast-paced environment
• Deep analytical rigor, bringing clarity on complex topics through deep insights
• Project management skills, incl. ability to communicate effectively with senior leadership and align multiple stakeholders in a collaborative way
• Ability to work well under pressure, with a high degree of adaptability and flexibility
• Ability to deal effectively with ambiguity, bringing structure to ambiguous areas of opportunity
• Business sense: passion for getting close to the business and understanding the day-to-day job of Revenue teams
• Great written and oral structure and communication
• Fluent English (US/UK) / B2 level or equivalent (FR)
• Enthusiasm for our working environment explained here: https://bit.ly/Convexity360L

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 🏠
• 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: 360learning.com/blog/corporate-social-responsibility-charter 🌎🌏🌍
• Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture: https://bit.ly/Convexity360L & find out more about the teams, product and processes https://bit.ly/42H1ggC 🚀👩🏻‍💻🏆

Interview process:

• Phone Screen with our Talent Acquisition Manager
• Discovery meeting with our Revenue Operations Director
• Case study with our Revenue Operations Director and our VP Strategy & Operations
• Clarification Meeting with Ops team members
• Culture Fit Meeting with our Chief Executive Officer
• Ref Checks
• Offer !