Revenue Strategy & Operations Manager

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 executive 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).

Responsibilities

• 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.

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:

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