Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as a trusted consultant for enterprise clients within the e-learning industry.

• Collaborate with clients on strategic training initiatives.

• Establish overarching marketing and communication strategies within client organizations.

• Enhance utilization and engagement throughout long-term client relationships.

• Manage a diverse portfolio of intricate enterprise accounts.

• Provide customer journey touchpoints, including Executive Business Reviews with client executives.

• Cultivate executive relationships with accounts.

• Anticipate and secure renewal opportunities to guarantee customer retention.

• Recognize upsell opportunities and achieve retention and upsell objectives.

• Comprehend customer requirements, market trends, and competitive positioning.

• Formulate best practices for the launch, management, and optimization of Learning and Development programs.

• Utilize OpenSesame playbooks for risk management and enhancement of retention.

• Work in conjunction with Support, Curation, and Sales teams.

• Keep daily, precise records of activities, meetings, opportunities, and forecasts in Salesforce.com and Gainsight.

⛳️ Requirements

• Demonstrated examples from your professional experience showcasing your ability to fulfill the role, establish systems, promote alignment, and generate impact at scale.

• Proficiency in delivering presentations for customer journey touchpoints.

• Capability to conduct virtual platform demonstrations.

• Expertise in managing complex enterprise accounts.

• Skill in developing customer success plans.

• Competence in forecasting and securing renewals.

• Ability to identify opportunities for upselling.

• Familiarity with the OpenSesame catalog and its relevance to customer needs.

• Insight into market demands, trends, and competitive positioning.

• Knowledge of the launch, management, and optimization of Learning and Development programs.

• Experience with Salesforce.com and Gainsight.

• Willingness to travel up to 15 days per year.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Flexible PTO.

• 401(k) matching.

• Incentive stock options.

• Volunteer time off.

• Employee Resource Groups.

• Generous professional development program.

• Dedicated annual time off for learning and growth.

• Remote-first work arrangement.

• All-company in-person meetings several times a year.