Senior Customer Success Manager

🕒 September 1

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 11%

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OpenSesame

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

OpenSesame is a company that specializes in providing comprehensive online training solutions for businesses across various industries. It offers a robust marketplace of courses that cater to numerous training needs such as compliance, leadership, management, diversity, equity, inclusion, wellness, and technology. OpenSesame focuses on integrating seamlessly with existing tech stacks and provides tools and expert guidance to help businesses craft skill-building paths tailored to their specific goals. Since 2011, OpenSesame has been dedicated to unlocking the potential of employees around the globe by closing critical skill gaps and enhancing workplace training programs.

📋 Description

• Act as a trusted advisor to enterprise customers in the e-learning space • Partner with customers on strategic training initiatives • Define high-level marketing and communication strategies within customer organizations • Drive increased utilization and engagement over long-term customer relationships • Manage a portfolio of complex enterprise accounts • Deliver customer journey touchpoints, including Executive Business Reviews with customer executive officers • Build executive relationships with accounts • Forecast and close renewal opportunities to ensure customer retention • Identify upsell opportunities and meet retention and upsell OKRs • Understand customer needs, market trends, and competitive positioning • Develop best practices for Learning and Development program launch, management, and optimization • Use OpenSesame playbooks for risk mitigation and retention improvement • Collaborate with Support, Curation, and Sales teams • Maintain daily, accurate records of activities, meetings, opportunities, and forecasts in Salesforce.com and Gainsight

🎯 Requirements

• Proven examples from your career demonstrating the ability to perform the role, build systems, drive alignment, and create impact at scale • Ability to deliver presentations for customer journey touchpoints • Ability to conduct virtual platform demonstrations • Ability to manage complex enterprise accounts • Ability to develop customer success plans • Ability to forecast and close renewals • Ability to identify upsell opportunities • Knowledge of the OpenSesame catalog and its alignment with customer needs • Understanding of market needs, trends, and competitive positioning • Learning and Development program launch, management, and optimization knowledge • Experience using Salesforce.com and Gainsight • Ability to travel up to 15 days per year

🏖️ Benefits

• Comprehensive medical, dental, and vision coverage • Flexible PTO • 401(k) matching • Incentive stock options • Volunteer time off • Employee Resource Groups • Generous professional development program • Dedicated annual time off for learning and growth • Remote-first work arrangement • All-company in-person meetings several times a year

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