Senior Customer Success Manager
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Job Description
Senior Customer Success Manager growing enterprise learning accounts for OpenSesame, a workforce reinvention platform for the AI era. Driving adoption, renewals, retention, and upsell growth.
Responsibilities:
- 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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