Senior Customer Success Manager

Summary

Join OpenSesame as a Customer Success Manager (CSM) and become a trusted advisor to our clients in the eLearning space. You will work with customers to achieve their training goals, providing outstanding service to grow existing accounts. Responsibilities include partnering on strategic training initiatives, defining marketing strategies, and driving increased utilization and engagement. Your performance will be measured by renewals, account growth, churn rate, and customer satisfaction. This remote-first position offers a competitive salary and comprehensive benefits package, including health insurance, 401(k) matching, and paid time off. The role requires up to 15 days of travel per year. OpenSesame is committed to diversity, equity, and inclusion.

Responsibilities

• 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 customers
• Develop a comprehensive understanding of the OpenSesame catalog and its alignment with customer needs
• Independently manage 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
• Fully manage a complete portfolio of accounts
• Deliver all customer journey touchpoints with confidence
• Forecast and close renewal opportunities, ensuring customer retention
• Meet key retention and upsell OKRs
• Develop a solid understanding of your market, including customer needs, trends, and competitive positioning
• 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

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Professional development
• ISOs
• Remote work