Opus Training

Customer Success Manager

• Build strong, long-term relationships with customers as the trusted, consultative advisor on training product functionality
• Onboard and support onboarding of new customers including leading implementation and training calls
• Conduct regular reporting to ensure customers optimize our product/service, issues are resolved effectively, and customer goals are met
• Monitor and service ongoing emails, calls, and live chats with platform users within required SLA
• Troubleshoot technical issues raised by customers, and uncover new ways to improve our product
• Support deployment of survey initiatives in order to methodically receive customer feedback
• Participate in on-call rotation alongside the Customer Success Team for off-hour coverage
• Partner cross-functionally on projects to improve the customer experience via feedback, insights, and internal process improvements

Sales

• Own the entire sales organization and the full revenue number as we scale from $10M to $50M+ ARR - nearly 8x growth over the next few years
• Drive growth across enterprise, mid-market, and new verticals as we expand beyond restaurants into facilities, home health, and consumer services
• Build the multi-year revenue model and capacity plan that shows exactly how we get to $50M - what could break at each stage and how we fix it before it does
• Personally contribute to key large deals and closing them - both to get them done and to build AE enterprise capabilities
• Build the team from 6 mid-market AEs and 1 enterprise pod to 25+ people over the next 24 months - you own all hiring decisions and set the bar for what great looks like
• Design the onboarding and enablement program that gets new AEs productive and closing deals within 90 days
• Develop individual development plans - coach AEs to personal success
• Run pipeline reviews and deal coaching that elevates the entire team's performance - you need to see what's really happening in accounts and drive the right actions
• Design and implement the sales process - how we segment, how we sell, how we forecast, how we comp
• Refine our enterprise and mid-market playbooks based on wins with Smashburger, Paris Baguette, ABM and make sure every seller knows how to execute them
• Build the systems, metrics, and infrastructure for predictable growth - CRM discipline, pipeline management, forecasting rigor, sales operations
• Own comp plan design, quota setting, and territory planning across the organization
• Own go-to-market strategy as we launch new products in 2026 and expand into new verticals - you decide how we sell, who sells, and how we enable the team
• Partner with marketing to refine messaging, generate pipeline, and optimize conversion across the funnel
• Work closely with product to create feedback loops between what's selling in the market and what we build next - you're the voice of the customer internally

Customer Success Manager

Vice President of Sales