Overview In this role you lead scalable Client Success programs across the OpenText Cloud, partnering with Sales, Product, Support, and Renewals to drive adoption, value realization, retention, and expansion. You design and optimize client journeys, health metrics, and governance, ensuring measurable outcomes and continuous improvement. You'll blend Client Success, operations, and program management to scale services and enable cross-functional collaboration. The position offers meaningful impact in shaping how clients achieve business value through OpenText solutions.
Compensation / Benefits- benefits package
- variable and commission compensation opportunities
- vacation entitlement
- paid time off
- disability and health benefits
- employee development opportunities
Responsibilities- Design, implement, and optimize Client Success programs across the lifecycle (onboarding, adoption, value realization, renewal, expansion)
- Lead cross-functional governance, leverage metrics, and report to senior leadership
- Collaborate with Sales, Product Management, Product Marketing, Support, Renewals, Finance, and Operations to define scalable engagement strategies
- Develop and oversee client health frameworks, risk indicators, and expansion opportunities
- Drive digital engagement programs and automation to improve reach, efficiency, and outcomes
- Define and manage productively scaled processes, workflows, and operating models for Client Success
- Provide executive-level dashboards, KPIs, and reporting to inform business decisions
- Support change management and adoption initiatives within the Client Success organization
Key requirements- 8+ years in Program Management, Customer Success, Customer Experience, SaaS Operations in B2B software/cloud
- 5+ years leading complex, cross-functional strategic initiatives with measurable outcomes
- Experience designing/scaling Customer Success programs across onboarding, adoption, value realization, retention, renewals, expansion
- Partnership with executive stakeholders across CS, Sales, Product, Marketing, Support, Renewals, Finance, Operations
- Expert in program management methodologies, governance, risk management, prioritization, change management
- Strong stakeholder management and executive communication; ability to influence without direct authority
- Deep understanding of CS operating models, journeys, success plans, adoption frameworks, value realization
- stakeholder management
- executive communication
- strategic thinking
- Gainsight
- Salesforce
- Dynamics
