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Lead Customer Success Strategist

2 months ago

Portland, Oregon, United States OpenSesame Full time

Position Overview
We are seeking an experienced professional to drive our growth in the eLearning sector. Our team is dedicated and fosters a collaborative atmosphere where innovation thrives through diverse technologies in a dynamic start-up culture.

The Senior Customer Success Manager serves as a vital partner to our clients in the eLearning domain. The primary objective is to collaborate with clients to identify how OpenSesame can assist them in achieving their training objectives.

Key Responsibilities
Primary Contact: The Senior CSM acts as the main liaison for customers within OpenSesame, coordinating internal resources to maintain robust customer relationships.
Customer Success Metrics: Responsible for monitoring key performance indicators such as renewals, account expansion, churn rates, and overall customer satisfaction.

Account Engagement:
Regularly engage with your customer portfolio to enhance interaction through innovative strategies aimed at increasing eLearning course utilization.

Daily Communication:
Efficiently manage daily inquiries, ensuring they are documented and tracked within our CRM system.

Account Growth:
Identify and pursue opportunities to expand accounts with existing or new offerings.

Scalable Solutions:
As part of a growing team, contribute to the development of scalable resources and best practices for customer training and support.

Product Knowledge:
Acquire a comprehensive understanding of OpenSesame's marketplace and offerings to establish best practices for customer success.

Reference Development:
Gather case studies, ROI data, and testimonials from clients to validate our value proposition and provide insights to our product and sales teams.

Ideal Candidate Profile
The ideal candidate will possess several of the following attributes:
Relationship Builder: Proven ability to cultivate and manage direct customer relationships, preferably in a B2B context such as eLearning, corporate training, or SaaS.
Technology Advocate: Passionate about technology and eLearning, with an understanding of the corporate training landscape and the perspective of a Chief Learning Officer (CLO).

Exceptional Communicator: Strong communication, analytical, and problem-solving skills.

Detail-Oriented: Quickly grasp the technical aspects of the OpenSesame product to effectively assist customers in understanding training opportunities and solutions.

Project Management Skills: Demonstrated ability to manage projects and assist clients with the implementation of their training programs.

Independent and Collaborative: Capable of working autonomously while also thriving in a team-oriented environment.

Trend Identifier: Track record of aggregating customer feedback to enhance service delivery to the broader customer base.

Performance Objectives
In the initial phase, you will complete onboarding, grasp our value proposition, and learn how our CSMs facilitate the customer journey.

By the end of the first month, you will be prepared to deliver virtual demonstrations of the OpenSesame platform and begin onboarding new clients.

Within 60 days, you will fully understand the OpenSesame catalog, manage a portion of your accounts independently, and conduct numerous customer meetings.

At the 90-day mark, you will manage a complete portfolio of accounts, ensuring all customer journey touchpoints are addressed while forecasting and closing renewal opportunities.

Location and Work Environment
This role is remote-friendly, allowing flexibility in your work environment.

Compensation and Benefits
OpenSesame offers a comprehensive benefits package, including stock options, health insurance, 401(k) matching, and paid time off. We assess compensation based on market data, considering your skills and experience.

Diversity and Inclusion
OpenSesame is committed to equal employment opportunities and values diversity in the workplace.

Pay Transparency
We prioritize fairness and equity in compensation, regularly reviewing our practices to align with our values.