Customer Success Manager - SMB Segment

About OpenSesame

OpenSesame's mission is to help develop the world's most productive and admired workforces. We deliver a comprehensive catalog of eLearning courses from the world's top publishers.

We add value to customers through their entire learning journey. While it appears to most people that we just sell training courses (over 20,000 of them), what we really offer is the opportunity for companies to upgrade the skills of each of their employees.

We are at a pivotal time in our growth as we diversify the ways we drive revenue. We've expanded our product offering dramatically and have a growing network of partners that is developing into a vibrant channel.

Our customer base has high satisfaction ratings and there is room to grow our retention even more.

www.opensesame.com / about

Why Join Us

• Impactful Mission : Contribute to developing the world's most productive and admired workforces.
• Innovation : We're at a pivotal time of growth, diversifying our revenue streams, and expanding our product offerings.
• Collaboration : Be part of a collaborative team that shares best practices and supports each other's success.
• Professional Growth : Gain valuable experience and receive in-the-moment coaching and autonomy to own your success.
• Unique Culture : We focus on results, not buzzwords. We're looking for individuals with proven capabilities and a passion for challenges.

The Team

Come join our Curation Team and help build programs that address each OpenSesame customer’s unique training needs. As the Certificate Program Manager, you’ll have the unique opportunity to enhance our library of accredited training content.

You’ll work cross-functionally with several departments at OpenSesame to build programs that support learners in achieving their continuing education and certification goals.

By combining creativity, strategic planning, and research, you’ll help to enhance OpenSesame’s curated course catalog by aligning training to globally recognized certificate programs.

Position Overview

• Serve as an internal and external expert on our certification and continuing education (CE) course offering, developing a deep understanding of the OpenSesame marketplace and offerings as well as the broader continuing education landscape.
• On a daily basis, you will work with our Sales and CSM teams to identify customer needs and prioritize our content roadmap as it relates to certifications and continuing education credits.
• Serve as an internal and external expert on our certificate course offering, developing a deep understanding of the OpenSesame marketplace and offerings to help map the right courses to ensure customer success.
• Act as the publisher’s primary point of contact within OpenSesame, often to triage or coordinate internal teams and efforts to support and maintain a strong ongoing publisher relationship.
• Identify opportunities to build certificate programs around current learning paths in order to drive value within the OpenSesame catalog.
• Work with the catalog management team to maintain documentation and metadata, including marketing information to keep customers and prospects well informed of our CE and certification course offerings.
• Regularly communicate with your portfolio of publishers to maintain and increase engagement across the OpenSesame publisher community.
• Willingness to travel required for department and / or full team events, less than 5%.
• Travel requirements for department and / or full team events : less than 5%.

Performance Objectives

• 30 days from now you have a comprehensive understanding of the OpenSesame curation process and catalog. You can identify our customers’ needs and see where curation fits into the customer journey.
• After 60 days, you have established yourself as the internal and external expert on OpenSesame’s certificate course offering.

You skillfully navigate the OpenSesame catalog on a daily basis and have identified specific opportunities for growth within the certification category.

• After 90 days, you have established relationships with at least 5 OpenSesame publishers and have developed a plan to build 1 new certificate track that will add value to the OpenSesame catalog and support learners in their professional development.
• 120 days from now, you have begun to build out a library of resources to support both internal and external customers in navigating OpenSesame’s certification catalog.

You are the publisher’s primary point of contact within OpenSesame, and coordinate internal efforts to support and maintain strong ongoing publisher relationships.

• After 6 months, you will have performed sales and customer success training to enable our staff to accurately convey the CE and certifications available to them, including documentation for key CE governing bodies such as PMI, HRCI, NASBA, etc.
• Within your first year, you have built strong relationships with 10 or more publishers, and you are consistently receiving positive feedback from customers and internal stakeholders.

You partner with both publishers and customers to identify opportunities for certificate program development and build resources to help market those programs.

18 months from now you are a go-to resource on the team for all questions related to OpenSesame’s certification catalog and general certificate training requirements.

You think strategically about curation, and identify opportunities for developing programs that will help customers curate at scale.

You are a trusted expert for both internal and external stakeholders.

Two years from now you are promoted to Sr. Program Manager after having built a reputation of excellence with publishers, customers, and OpenSesame teammates.

You might notice we don’t have the requirements, qualifications, and minutia of typical job descriptions. We don’t care about that, as we do not hire based on specific buzzwords, technologies, or popular acronyms on your resume.

We are looking for specific examples from your previous experience that prove you can do the job so that when you sit back at the end of your tenure and reflect on your time at OpenSesame, it is with a wide grin on your face, knowing you exceeded all of the performance expectations and are leaving the business in a much better place than you found it.

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 : The pay range for this position is generally between $60,000-$100,000 per year and depends on experience .

At OpenSesame, we offer a comprehensive benefits package to employees upon hire, including professional development, ISOs, health insurance, 401(k) matching, and paid time off.

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.

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.

For more information on our Diversity, Equity, and Inclusion initiatives, click here .

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.