360Learning Leadership & Management

What does effective management look like on your team, and how does it impact your day-to-day work?

For me, effective management starts with really understanding the role of the team you’re leading. I came up through the 360Learning customer success team myself, so I have a very clear picture of the day-to-day demands that CSMs face. 

Because of that, I try to lead in a very practical way. Clear communication and accessibility are really important to me. My team knows they can come to me for guidance, whether it’s navigating a difficult client situation or thinking through a strategic account plan. I also believe strongly in leading by example. If a newer CSM is preparing for a more advanced conversation with a client, I’m always happy to hop on the call to help present or support them. It’s a great way to model the approach while building confidence in our team. 

At the same time, I try to keep a long-term lens on development. I believe that an essential part of the manager role is helping people grow in their careers. Whether that’s developing stronger consultative skills, taking on more strategic accounts or preparing for the next step in their role, my goal is to make sure my team feels supported in the moment while helping them hone their CS skills for the future.

How do leaders at 360Learning create clarity around priorities and expectations?

One thing I really appreciate about working at 360Learning is the level of open communication across the organization. There has always been a strong culture of transparency that helps ensure people understand not just what the priorities are, but why they matter.

360Learning leaders are very intentional about clearly articulating goals and expectations, whether that’s through company-wide updates, leadership communication or team-level conversations. This clarity makes it easier for teams like customer success to align our work with broader company initiatives.

This level of transparency has created a culture of trust that I have not experienced elsewhere. When priorities shift, leadership does a good job of communicating the reasoning behind those changes. Their transparency helps our teams stay focused on what will have the biggest impact for customers and the business.

Can you share an example of when leadership followed through on a commitment or navigated a challenge successfully?

One example that stands out to me is how leadership has continued to invest in providing a strong customer experience. When I joined 360Learning five years ago, our North American team was very lean as we broke into the market. Our global leadership committed to ensuring the team had the structure and support required to provide the level of service expected in the North American market. 

They followed through on their commitment by evolving regional team leadership, investing in processes that help us better support customers, and encouraging strong cross-team collaboration to ensure our product met shifting needs. The 360Learning leadership team was actively working with the team to build solutions.

What stood out to me most was how leadership remained engaged with the team and our customers as we evolved. There was ongoing communication, opportunities for feedback and a genuine effort to make sure the changes were helping both employees and customers succeed. The level of follow-through expected of 360Learning leaders continuously reinforces the culture of trust and collaboration here.