Customer Lifecycle Marketing Manager - remote

Customer Lifecycle Marketing Manager

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 (thousands 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.

We have a high-performing marketing team and it’s time to add a position to build out customer marketing. This role is inclusive of advocacy as well as driving pipeline from customer expansion.

Performance Objectives:

30 days:

• Gain a comprehensive understanding of OpenSesame’s customer base, product offerings, and current marketing strategies. Complete onboarding and initial training on customer advocacy work in progress and marketing campaigns. Learn the 2H customer retention forecast and identify the key metrics for customer lifecycle marketing success. Establish initial relationships with key stakeholders in sales, product, and customer success teams. Learn about new products in the roadmap, and understand their value proposition for existing customers. Take over our product reviews program.

  60 days:

  • Perform customer segmentation analysis to understand the health and composition of the customer base. Learn customer onboarding and quarterly review processes. Attend meetings of each type. Review and analyze customer calls for trends issues. Learn how customers prove value and begin work on a framework to help them analyze and communicate their impact.
  • Identify top customers for case studies and other advocacy work. Formalize a customer referral program and take over the “follow the champions”campaign to drive new business.
  • On the advocacy side, start 2025 tactics for securing speaking engagements and awards. Build out the customer communications side of product launches. Build personal relationships with at least 10 customer accounts, collaborating with our customer success team. Take over the customer feedback group and recommend ways to improve it. Take over the customer newsletter and suggest ways to improve it.

    90 days:

    • Develop and present a detailed customer marketing plan inclusive of advocacy and customer expansion. This includes recommending new customer facing content to complement and enhance current customer communications. Work with customer success operations on the content and new processes for a digitally-led customer journey.

      120 days:

      • Begin work on a value framework to help our customers show the value of working with OpenSesame, leveraging the work already done with our customer success team. Develop an additional plan for a 2025 new user conference, outlining key objectives, themes and topics, including location and format recommendations based on customer segmentation.

        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 proves you can do this job successfully. We want you to advance your career and are looking for someone who will be excited by this challenge, knowing they can lean on the leadership team around them for growth.

        Location: This position can be based anywhere in the US. We operate as a remote-first company, and invest in all-company 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: The pay range for this position is generally between $125,000-$140,000 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.