[Hiring] Senior Customer Success Manager @OpenSesame

Role Description

Our Customer Success Managers (CSM's) are trusted advisors to our customers in the elearning space. Our goal is to work with customers to determine how OpenSesame can help them achieve their training goals.

• Provide outstanding service to grow existing accounts by partnering on strategic training initiatives.
• Define high-level marketing & communication strategies within customer organizations.
• Drive increased utilization and engagement to our customers over long-term relationships.
• Your performance will be measured through renewals, account growth, churn rate, and customer satisfaction metrics of enterprise level customers.

Performance Objectives:

In Your First 30 Days:

• Complete OpenSesame CSM onboarding, gaining a deep understanding of our value proposition and how OpenSesame CSMs support the customer journey.
• Confidently deliver presentations for each customer journey touchpoint.
• Conduct a virtual demo of the OpenSesame platform.
• Begin onboarding three new enterprise customers.

In Your First 60 Days:

• Develop a comprehensive understanding of the OpenSesame catalog and its alignment with customer needs.
• Independently manage enterprise accounts at 50% of your portfolio capacity.
• Deliver 25 customer meetings, focusing on engagement, retention, and value delivery.
• Build success plans for the top 30% of your accounts.
• Begin forecasting and closing upcoming renewals while actively identifying upsell opportunities.

At the End of 90 Days:

• Fully manage a complete portfolio of complex, enterprise accounts.
• Deliver all customer journey touchpoints with confidence, including Executive Business reviews with customer executive officers.
• Build executive relationships with 50% of your accounts.
• Forecast and close renewal opportunities, ensuring customer retention.
• Meet key retention and upsell OKRs.

Within Your First 90-120 Days:

• Gain a solid understanding of your market, including customer needs, trends, and competitive positioning.
• Develop a toolkit of best practices for Learning and Development program launch, management and optimization.
• Build upon OpenSesame playbooks for risk mitigation to increase retention rate.
• Establish successful working relationships with internal teams, including Support, Curation, and Sales, to drive customer success.
• Maintain accurate and up-to-date records of all activities, meetings, opportunities, and forecasts in Salesforce.com and Gainsight on a daily basis.

Qualifications

• Proven examples from your career that show you can do this job.
• Experience building systems, driving alignment, and creating impact at scale.

Requirements

• Self-starters with a track record of delivering excellent results.
• All positions can be based anywhere in the US.
• Up to 15 days of travel per year, with senior management and leadership teams requiring up to 35 days.

Compensation

• On-target earnings for this role range between $140,000 - $150,000 per year, depending on experience.
• Consideration of a wide range of compensation factors, relying on market data.
• Prioritization of pay transparency, fairness, and equity.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Flexible PTO.
• 401(k) matching.
• Incentive stock options.
• Volunteer time off.
• Employee Resource Groups.
• A generous professional development program with dedicated annual time off for learning and growth.

Equal Employment Opportunity

OpenSesame is an Equal Employment Opportunity and Affirmative Action employer that values and welcomes diversity. We do not discriminate on the basis of various legally protected characteristics, including criminal history, and strive to provide reasonable accommodations to qualified individuals with disabilities.

Pay Transparency

At OpenSesame, we prioritize pay transparency, fairness, and equity to create a positive and inclusive work environment, regularly reviewing our compensation practices to align with our values and goals.

CPRA (California Candidates)

When you submit your application, OpenSesame may collect and use your personal information in accordance with our privacy policy and the CPRA. This may include personal details and employment history, and will only be used for employment-related purposes.

We Care About Your Security

We’ve been made aware of a phishing scam involving individuals impersonating OpenSesame recruiters. All legitimate communication from our team will come from @opensesame.com email addresses.