Lead Customer Success Manager

OpenText is a global leader in information management, where innovation, creativity, and collaboration are central to our culture. We partner with leading companies to tackle complex issues and drive digital transformation. AI-First. Future-Driven. Human-Centered. At OpenText, AI fuels innovation, transforms work, and empowers digital knowledge workers. We are hiring talent that AI can't replace to help shape the future of information management. Join us.

You are the overall relationship owner for OpenText Managed Services accounts. The Customer Success Manager (CSM) is a trusted advisor who understands the customer\'s business and strategy as it relates to OpenText product portfolio. The CSM ensures operational health, customer satisfaction, and that the customer is receiving maximum ROI from their OpenText investment.

• Overseeing overall success management of the customer, including weekly status calls, monthly SLA reporting, site visits and business reviews, issue tracking, and cross-functional communication with other OpenText teams (support, sales, product management, etc.).
• Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decisions, and overall status.
• Run in-person Customer Success Workshops and Design Thinking workshops and accurately documenting outcomes.
• Elicit and document customer business vision, short- and long-term goals and success metrics into a Customer Success Plan; establish governance to track outcomes.
• Strategically manage customers to delight and exceed expectations and proactively nurture customers to be referenceable.
• Own the customer journey and drive value, growth, and expansion of the OpenText footprint through increasing adoption, utilization, and customer satisfaction.

• Facilitate communication between various teams to restore customer wellness and stability.
• Provide expert incident and problem management for high-impact issues with root-cause analysis and corrective action plans, applying learning for future benefit.
• Proactively manage the customer's cloud service to prevent escalations or missed service levels.

• Bachelor's degree in a technical or business discipline, or equivalent.
• 5+ years in customer ownership roles such as customer success, consulting, and program management in a SaaS Content Management and/or Customer Communication Management managed solutions.
• Strong client focus – ability to operate at a senior level and represent OpenText in front of customer executives.
• Excellent at building long-term internal and external relationships with stakeholders, strong interpersonal skills, and emotional intelligence. Confident to converse with senior decision-makers. Ability to educate and reframe customer thinking via data and insights to ensure a successful outcome.
• Familiar with Customer Success metrics and their interpretation.
• AI-savvy professional who can drive change toward AI-based tools and apply AI in the workplace.
• Willingness to travel as needed (estimated 25%).

OpenText\'s efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText\'s vibrant workplace.

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Software Development

Location: Sydney, New South Wales, Australia

Salary: A$110,000.00–A$130,000.00 per year