Customer Success Manager
Customer Success Manager
OpenSesame
OpenSesame is seeking a Customer Success Manager to act as a trusted advisor for enterprise customers in the elearning marketplace. You will drive renewals, account growth, and long-term engagement by onboarding customers, delivering value, and aligning OpenSesame's catalog and services with client training goals. The role emphasizes onboarding, adoption, strategic planning, and cross-functional collaboration to maximize customer satisfaction and retention.
Qualification
- Proven experience in customer success, account management, or enterprise SaaS roles.
- Demonstrated ability to manage a portfolio of accounts and drive renewals and growth.
- Excellent communication, presentation, and storytelling skills for multiple audiences.
- Experience delivering product demos and value-based presentations to demonstrate impact.
- Ability to develop and execute strategic customer success plans and manage adoption trajectories.
- Strong forecasting skills with a track record of identifying and closing renewals and upsell opportunities.
- Customer-centric mindset with a focus on retention, satisfaction, and long-term relationships.
- Cross-functional collaboration with sales, product, and support teams to resolve issues and maximize value.
- Comfort with data-driven decision-making and reporting using CRM and analytics tools.
- Experience in learning technology, eLearning, or LMS/LXP domain is a plus.
Responsibility
- Onboard new customers and articulate OpenSesame's value proposition across the customer journey.
- Deliver virtual demos and presentations at key touchpoints for each customer journey stage.
- Manage a portfolio of accounts, owning renewal forecasting and identifying upsell opportunities.
- Develop and execute comprehensive customer success plans for your accounts, prioritizing top segments.
- Drive utilization and engagement by aligning catalog content with customer learning goals and initiatives.
- Conduct regular business reviews and communicate ROI, outcomes, and value delivered.
- Collaborate with sales, product, and support teams to resolve issues and maximize customer satisfaction.
- Monitor and report on key metrics (renewals, churn, satisfaction, account growth) and adjust strategies accordingly.
- Build strong relationships with stakeholders (L&D, HR, executive sponsors) to secure ongoing sponsorship and advocacy.
