Lead Customer Success Manager

AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.
**The Opportunity**:
You are the overall relationship owner to OpenText Managed Services accounts. The CSM is a trusted advisor and partner that understands the customer's business and strategy as it relates to their OT product portfolio.
The CSM ensures operational health, customer satisfaction and ensures that the customer is receiving the maximum ROI of their OpenText investment.
**You are Great At**:
**Customer Management**:

- Overseeing overall success management of the customer which includes weekly status calls, monthly SLA reporting, site visits and business reviews, issue tracking, cross
- functional communication with other OT teams (i.e., support, sales, product management, etc.).
- Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decision and overall status.

**Strategic Planning**:

- Ability to run in person Customer Success Workshops, Design Thinking workshops and accurately documenting the outcomes.
- Ability to elicit and document customer business vision, short and long-terms goals and business objectives, and success metrics into a Customer Success Plan and establish Success program governance model to track outcomes.
- Strategically manage customers, delight and exceed customer expectations and proactively nurture customer to be referenceable.
- Own the customer Journey and drive value, growth and the expansion of OpenText footprint through increasing adoption, utilisation and customer satisfaction.

**Escalation Management**:

- Facilitate communication between various teams when needed to restore customer wellness and stability.
- Provides expert incident and problem management for high impact and critical customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
- Proactively Manage the customer’s cloud service to prevent escalations or missing service levels.

**What it takes**:

- Bachelor’s degree in a technical or business discipline, or equivalent
- Professional Experience of 5+ years in customer ownership roles such as customer success, consulting& 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.
- Excel at building long-term internal and external relationships on various levels of stakeholders, great interpersonal skills, and emotional intelligence. Confidence to converse with senior decision-makers. Ability to educate and reframe customer thinking, via a mix of data and wider insights, to ensure a successful outcome.
- Be familiar with Customer Success metrics& their interpretation.
- 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.