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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 continued expansion in the eLearning sector.
Our organization prides itself on fostering a collaborative and innovative environment, utilizing a diverse range of technologies in a dynamic start-up atmosphere.

Role Summary
The Senior Customer Success Manager serves as a vital advisor to our clientele within the eLearning domain. The primary objective is to collaborate with clients to identify how OpenSesame can assist them in reaching their training objectives.

Key Responsibilities
Primary Liaison: The Senior CSM is the main point of contact for customers at OpenSesame, responsible for coordinating internal resources to ensure a robust and ongoing relationship.
Customer Success Metrics: Accountable for key performance indicators such as renewals, account expansion, churn rates, and overall customer satisfaction.

Account Management:
Maintain regular communication with assigned customers to enhance engagement through innovative strategies aimed at increasing eLearning course utilization.

Daily Operations:
Address daily inquiries promptly and thoughtfully, ensuring all interactions are logged in our CRM system.

Account Growth:
Identify and pursue opportunities to expand existing accounts through additional products and services.

Scalability Initiatives:
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 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 successful candidate will possess many of the following attributes:
Relationship Builder: Proven experience in developing and managing direct customer relationships, preferably in a B2B context such as eLearning, corporate training, or SaaS.
Technology Advocate: A strong passion for technology and eLearning, with an understanding of the corporate training landscape and the perspective of a Chief Learning Officer (CLO).

Effective Communicator: Exceptional communication, analytical, and problem-solving skills are essential.

Detail-Oriented:
Ability to quickly grasp the technical aspects of OpenSesame's products and assist customers in understanding training opportunities.

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

Independent and Collaborative:
Capable of working autonomously while also thriving in a team environment, taking accountability for outcomes.

Trend Identifier:
A track record of synthesizing customer feedback to enhance service delivery for the broader customer base.

Performance Expectations
In the initial period, you will complete onboarding, understand our value proposition, and be equipped to deliver presentations for customer journey touchpoints. You will manage accounts, deliver customer meetings, and develop success plans for key accounts.

Location and Work Environment
This role is designed to be remote, allowing flexibility in work arrangements.

Compensation and Benefits
OpenSesame offers a comprehensive benefits package, including stock options, health insurance, and 401(k) matching, alongside competitive compensation based on market data and individual qualifications.

Diversity and Inclusion
OpenSesame is committed to creating a diverse and inclusive workplace, ensuring equal employment opportunities for all candidates.