Senior Customer Success Manager

About the Team

Our Customer Success Managers (CSMs) 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 of enterprise level customers.

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 enterprise customers.

In Your First 60 Days:

• Develop a comprehensive understanding of the OpenSesame catalog and its alignment with customer needs.
• Independently manage enterprise 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 complex, enterprise accounts.
• Deliver all customer journey touchpoints with confidence, including Executive Business reviews with customer executive officers.
• Build executive relationships with 50% of your accounts.
• Forecast and close renewal opportunities, ensuring customer retention.
• Meet key retention and upsell OKRs.

Within Your First 90-120 Days:

• Gain a solid understanding of your market, including customer needs, trends, and competitive positioning.
• Develop a toolkit of best practices for Learning and Development program launch, management and optimization.
• Build upon OpenSesame playbooks for risk mitigation to increase retention rate.
• 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.

We're looking for proven examples from your career that show you can do this job, that you've built systems, driven alignment, and created impact at scale. When you look back a year from now, you'll know you've made OpenSesame better, faster, and stronger because of your leadership.

AI at OpenSesame

Every team at OpenSesame works with AI tools daily, not as a buzzword, but as practice. You'll build fluency that most companies are still talking about adopting, with hands-on training and clear guardrails to experiment responsibly. AI amplifies your creativity and judgment. It doesn't replace them. The skills you build here travel with you.

Location & Travel

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 roles require up to 15 days of travel per year; senior management and leadership teams require up to 35 days.

Compensation

On-target earnings for this role range between $140,000 – $150,000 per year, depending on experience. 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.

Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible paid time off
• 401(k) matching
• Incentive stock options
• Volunteer time off
• Employee Resource Groups
• Generous professional development program with dedicated annual time off for learning and growth