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Strategic Customer Success Partner Coach

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360Learning

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Location:
France , Paris

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Client Success Partner Coach (CSP Coach), you will own the most critical customers in France and support, mentor and guide the CSPs that manage them. The Client Success Partners guide the learning and development strategies of customers through the 360Learning platform. As a Coach, your role is fundamental for the team: you are responsible for the development of every team member and the achievement of renewal and expansion of clients, for the largest accounts in the French market.

Job Responsibility:

  • Own the most critical customers in France
  • Support, mentor and guide the Client Success Partners (CSPs) that manage them
  • Responsible for the development of every team member and the achievement of renewal and expansion of clients for the largest accounts in the French market
  • Establish yourself as the point of escalation on your team’s accounts
  • Define initiatives to fill identified gaps
  • Report on risk, detailed product needs, retention, expansion and customer performance metrics
  • Deliver quarterly performance reviews for direct reports
  • Define OKRs
  • Define routine for working with AMs / product / alliances / CS Ops
  • Be autonomous on account reviews
  • Introduce yourself as a sponsor on the top 20 customers
  • 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
  • Identify and nurture customer advocates
  • Define a reliable forecast
  • Define a vision/roadmap
  • Carry out performance reviews
  • Identify customer ambassadors
  • Hire new teammates and ensure their successful onboarding
  • Be a go-to resource on sophisticated platform usage
  • Define an annual roadmap for French strategic customer market
  • Work with teammates on their self career development
  • Participate in growing the CSP team with external learnings
  • Define career plans for each team member
  • Ensure team's CSPs reach their targets
  • Improve the support offered to customers

Requirements:

  • At least 10 years of extensive experience in Customer Success
  • 5 years in a Manager position
  • Ability to find the middle ground between product, learning and development strategy and champion collaborative learning
  • 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 (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 support
  • Ability to rely on the right people internally to move a project forward or manage a conflict
  • Excellent interpersonal skills
  • Enthusiasm for the company's working environment
What we offer:
  • Work From Home stipend
  • RTT
  • Lunch vouchers
  • Medical insurance
  • Gym subscription
  • 1 month parental leave for the second parent
  • Flexible hours
  • Full remote work possible anywhere in France
  • Diversity, Equity, and Inclusion ERGs (Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, Ethnic Diversity)
  • Corporate Social Responsibility charter

Additional Information:

Job Posted:
December 01, 2025

Employment Type:
Fulltime
Work Type:
Remote work
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