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