OpenSesame – Senior Customer Success Operations Manager, US Remote

09/17/2022
$100,000 - $200,000 / year
Application ends: 11/30/2022
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Job Description

We are looking for a person to help us continue our explosive growth in the eLearning industry. We have a great team and a friendly place to work where we enjoy the freedom to innovate with a variety of technologies in an exciting start-up environment.

POSITION OVERVIEW

The Senior Customer Success Operations Manager will be responsible for the organizational alignment around process, metrics, and tools utilized by the Customer Success team. The ideal candidate will have a passion for creating scalable processes that help gain, retain, and grow customers. Your main areas of responsibility will comprise of data, processes, people, systems, and strategic initiatives across the Customer Success team.

Our CSMs are trusted advisors to our customers in the e-learning space. We provide 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 with our customers over long-term relationships. 

This role will report to the Senior Director of Customer Success. Your performance will be measured through customer retention and growth rates, customer satisfaction metrics, and improved efficiencies within the CS org.   

Job Responsibilities:

  • Identify, propose, implement, and document solutions and technology that will keep the CS team operating at the highest level with a focus on efficacy, efficiency, and ARR generation.
  • Design and execute programs to support customer experience for digitally-led (tech touch) customers. 
  • Determine timing and content of touch points for CSMs along the customer journey; identify and implement automation and processes that scale.
  • Leveraging data from SFDC and Looker, analyze positive and negative trends, identify gaps, assess goals and targets, and inform decision-making to ensure a constantly improving customer experience and ensuring high retention rates. 
  • Work with CS leadership to define the logic and automation of customer health indicators, including identification of key success metrics contributing to retention. 
  • Administer existing CS tech stack (Gainsight) and ensure full optimization to effectively manage the Customer Journey.
  • Identify gaps in automation and/or tools and identify tools that may fill the gap.
  • With revenue leadership and other members of the revenue operations team, define, build and maintain key KPI metrics via SFDC reports, dashboards, and Looker.
  • Provide data-driven insights and metrics to the CS team to advise business decisions, CSM capacity planning, and continued expansion strategy.
  • Support the broader Field Operations team by planning and facilitating quarterly training sessions and workshops. 

Ideal Candidate: Our ideal candidate would have many of the following:

  • Improvement driven: Has a passion for the design and development of processes, workflows, and automation to improve the effectiveness of the CS team.
  • Curious: Questions the current process and asks why. Continuously challenges how we do things to enable us to work smarter. 
  • Analytical: Leverage data to arrive at meaningful and actionable insights to further our process and deliver greater value to our customers. 
  • Identifies Trends: Has a proven track record of aggregating individual customer feedback and requests to help us better serve the needs of our overall customer base.
  • Technology & Training Advocate: Has a passion for technology and e-learning. They understand the corporate training landscape and the mindset of a CLO (Chief Learning Officer).
  • Communicator: Possesses exceptional communication / interpersonal, analytical, and problem-solving skills.
  • Project Management: Strong ability to project manage department-wide programs in a fast-paced, interactive environment. 
  • Customer Focused: Considers the customer experience when making decisions, and is driven to make improvements that help our CSMs deliver exceptional support. 

Performance Based Objectives:

  • In your first 30 days, you will complete OpenSesame CSM onboarding, understand our value proposition, learn how OpenSesame CSMs support customer journey, and navigate the tool stack CSMs use.
  • In your first 30 days, you will complete Gainsight administration training and be able to support the admin functions of the tool. 
  • In your first 60 days, you will become familiar with and take over the management of the various CS KPI reporting and suggest necessary automation. 
  • In your first 90 days, you will perform an analysis of customer usage data to arrive at health score benchmarks for our main customer segments. 
  • At the end of 90 days, you will have performed an audit of Gainsight processes and automation programs and suggested improvements. 
  • Within your first 120 days, you will have developed a strategy for scaling and automating SMB tech touch. 
  • Using Salesforce.com and Gainsight, you will be keeping your activities, meetings, opportunities, and forecast up to date on a daily basis. 

Diversity Statement:

We help companies worldwide train their amazingly diverse workforces. We understand how different perspectives are vital to the success of a company. At OpenSesame, we are committed to inclusion across race, gender, religion, age, and identity. We work hard, challenge ourselves to learn quickly, embrace daily improvements, and support each other and our customers every step of the way. Driven by our people. Strengthened by our differences.