高级客户成功经理
Senior Customer Success Manager
关于OpenSesame
OpenSesame是人工智能时代劳动力重塑的值得信赖的合作伙伴。OpenSesame提供集成软件、精选且可定制的内容以及专家服务，嵌入到现有的学习、人力资源和工作系统中，帮助组织拓展人机协作潜力，并在变革中蓬勃发展。
了解更多信息：www.opensesame.com/about
关于团队：
我们的客户成功经理（CSM）是电子学习领域的客户值得信赖的顾问。我们的目标是与客户合作，确定OpenSesame如何帮助他们实现培训目标。
我们的CSM通过战略性培训项目合作、在客户组织内制定高层市场营销与传播策略，以及通过长期关系推动客户对我们的平台使用率和参与度的提升，为现有客户账户提供卓越的服务。您的表现将通过企业级客户的续约率、账户增长、流失率和客户满意度指标来衡量。
绩效目标：
在入职的前30天：
- 完成OpenSesame CSM入职培训，深入理解我们的价值主张以及OpenSesame CSM如何支持客户旅程。
- 能够自信地为每个客户旅程接触点进行演示。
- 进行OpenSesame平台的虚拟演示。
- 开始为三个新企业客户进行入职培训。
在入职的前60天：
- 深入理解OpenSesame产品目录及其与客户需求的匹配。
- 独立管理您组合中50%的企业客户。
- 举办25次客户会议，重点在于参与度、留存率和价值交付。
- 为前30%的客户制定成功计划。
- 开始预测并完成即将到期的续约，同时积极识别升级销售机会。
在90天结束时：
- 全面管理一套复杂的企业客户组合。
- 自信地完成所有客户旅程接触点，包括与客户高管的业务评审。
- 与50%的客户建立高管关系。
- 预测并完成续约机会，确保客户留存。
- 达到关键的留存和升级销售OKR。
在入职的90-120天内：
- 深入了解您的市场，包括客户需求、趋势和竞争定位。
- 开发一套最佳实践工具包，用于学习与发展项目的启动、管理等。
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About OpenSesame
OpenSesame is the trusted partner for Workforce Reinvention in the age of AI. OpenSesame delivers integrated software, curated and customizable content, and expert services – embedded into existing learning, HR, and work systems – to help organizations expand their human+AI potential and thrive through change.
Learn more: www.opensesame.com/about
About the Team:
Our Customer Success Managers (CSM's) 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.
Although it should go without saying (but it doesn’t), OpenSesame is an equal opportunity employer and we strive to create a welcoming, inclusive environment that celebrates diversity.
We use AI. For real. 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: 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: We're looking for self-starters with a track record of delivering excellent results, but we're highly selective about who we hire. We don't focus on typical job requirements; instead, we're interested in specific examples from your past experiences. All positions can be based anywhere in the US, and require up to 15 days of travel per year, with senior management and leadership teams requiring 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: Benefits include comprehensive medical, dental, and vision coverage, flexible PTO, 401(k) matching, incentive stock options, volunteer time off, Employee Resource Groups, and a generous professional development program with dedicated annual time off for learning and growth.
Equal Employment Opportunity: OpenSesame is an Equal Employment Opportunity and Affirmative Action employer that values and welcomes diversity. We do not discriminate on the basis of various legally protected characteristics, including criminal history, and strive to provide reasonable accommodations to qualified individuals with disabilities. We prioritize safety and security and may use your information accordingly, and you can contact us for assistance or accommodations during the job application process.
Pay Transparency: At OpenSesame, 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. We provide competitive and fair compensation to our employees based on their skills, experience, and performance.
CPRA (California Candidates): When you submit your application, OpenSesame may collect and use your personal information in accordance with our privacy policy and the CPRA. This may include personal details and employment history, and will only be used for employment-related purposes. We may share this information with third-party service providers, but we will not sell it to third parties. If you have any questions or concerns, please contact us, and for more information on your rights under the CPRA, refer to our privacy policy or the California Attorney General's website.
We Care About Your Security: We’ve been made aware of a phishing scam involving individuals impersonating OpenSesame recruiters. All legitimate communication from our team will come from @opensesame.com email addresses. If you receive a suspicious message, please contact us directly at careers@opensesame.com. Your security matters to us — thank you for staying vigilant