Customer Success Manager - job 1 of 2
Skills
- Proven customer success or account management experience in a SaaS environment
- Experience managing renewals, churn reduction, and account growth
- Familiarity with Salesforce and Gainsight or similar CRM/CS tools
- Strong presentation and virtual demo skills
- Excellent written and verbal communication
- Data-driven approach to customer health and forecasting
- Ability to manage multiple accounts and prioritize initiatives
- Comfortable with occasional travel
Responsibilities
- Serve as primary customer contact and trusted advisor for assigned accounts
- Onboard new customers and deliver virtual demos of the OpenSesame platform
- Create and execute success plans for high-priority accounts to drive engagement and utilization
- Manage renewals, forecast opportunities, and identify/close upsell motion
- Deliver regular customer meetings and presentations focused on value delivery and retention
- Collaborate with Support, Curation, and Sales to resolve issues and drive customer outcomes
- Maintain accurate activity, opportunity and forecast records in Salesforce and Gainsight daily
- Meet retention, churn, renewal, and upsell OKRs and performance metrics
- Travel up to 15 days per year for company meetings and customer engagements
Education
- Bachelor's degree or equivalent work experience preferred
- Willingness to provide examples of past results and customer impact
Benefits
- Comprehensive health insurance
- 401(k) matching
- Employee stock options (ISOs)
- Paid time off and company-wide remote-first culture
- Professional development support
- Remote-first with periodic in-person company meetings
- Equal opportunity and accommodation policies
Average salary estimate
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