Customer Success Manager

About OpenSesame

OpenSesame's mission is to help develop the world's most productive and admired workforces. We do this by delivering a comprehensive catalog of elearning courses from the world's top publishers. We add value to customers through their entire learning journey.

While it appears to most people that we just sell training courses (over 40,000 of them), what we offer is the opportunity for companies to upgrade the skills of each of their employees.

We are at a pivotal time in our growth as we diversify the ways we drive revenue. We've expanded our product offering dramatically and have a growing network of partners that is developing into a vibrant channel. Our customer base has high satisfaction ratings and there is room to grow our retention even more.

www.opensesame.com/about.

About the Team: 

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.  

Our CSM provides outstanding service to grow existing accounts by partnering on strategic training initiatives, defining high-level marketing & communication strategies within customer organizations, and driving 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.   

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 customers.

In Your First 60 Days:

• 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.

At the End of 90 Days:

• 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.

Within Your First 90-120 Days:

• 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.

Location: This position can be based anywhere in the US. We operate as a remote-first company and invest in all-company in-person meetings several times a year. 

Performance Driven: We're looking for self-starters with a track record of delivering excellent results, but we're highly selective about who we hire. We don't focus on typical job requirements; instead, we're interested in specific examples from your past experiences. All positions can be based anywhere in the US, and require 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 $85,000- 100,000 per year, depending on experience. At OpenSesame, we offer a comprehensive benefits package to employees upon hire, including professional development, ISOs, health insurance, 401(k) matching, and paid time off. We carefully consider a wide range of compensation factors, relying on market data to determine compensation and consider your specific job family, background, skills, and experience. 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.

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. We prioritize safety and security and may use your information accordingly, and you can contact us for assistance or accommodations during the job application process. 

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. We provide competitive and fair compensation to our employees based on their skills, experience, and performance.

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 may share this information with third-party service providers, but we will not sell it to third parties. If you have any questions or concerns, please contact us, and for more information on your rights under the CPRA, refer to our privacy policy or the California Attorney General's website.