Customer Success Manager

About OpenSesame

OpenSesame’s mission is to help develop the world’s most productive and admired workforces. We deliver 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 (40,000 of them), what we really 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 how 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.

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 Based Objectives:

• In your first 30 days, you will complete OpenSesame CSM onboarding, understand our value proposition, learn how OpenSesame CSMs support customer journey, and be able to deliver presentations for each customer journey touchpoint.
• In your first 30 days you will be able to deliver a virtual demo of OpenSesame platform and begin onboarding 3 new customers.
• In your first 60 days, you will have a full understanding of the OpenSesame catalog, independently manage accounts at 50% of your portfolio load, and deliver 25 customer meetings.
• At the end of 60 days, you will have success plans for the top 30% of your accounts, you will be forecasting and closing upcoming renewals and actively looking for upsell opportunities. 
• At the end of 90 days, you will be managing a full portfolio of accounts, delivering all customer journey touchpoints, forecasting and closing renewal opportunities, and meeting retention and upsell OKRs. 
• Within your first 90-120 days, you will have developed a solid understanding of your market and have developed a successful relationship with …