Principal Client Success Manager

OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

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 are hiring talent AI can't replace to help us shape the future of information management. Join us.

Principal Client Success Manager (SaaS) - To be considered must be onsite at our Waterloo office

Your impact

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

As OpenText continues to expand its Public Cloud business, we are looking for a client-focused, results-oriented Client Success Manager (CSM) who is passionate about helping organizations achieve measurable business outcomes through the successful adoption of OpenText SaaS solutions.

The Client Success Manager is responsible for managing a portfolio of strategic enterprise clients, ensuring they realize value from their OpenText investments through effective onboarding, adoption, optimization, renewal, and long-term partnership. In this role, you will serve as a trusted advisor to key stakeholders, helping clients align their business objectives with the capabilities of OpenText solutions while driving measurable outcomes, retention, and client satisfaction.

The ideal candidate brings experience managing complex enterprise relationships, leading clients through technology adoption journeys, influencing executive stakeholders, identifying growth opportunities, and collaborating across teams to deliver exceptional client experiences.

What the role offers

• Guide clients through their lifecycle journey, including Sales Handover, Onboarding, Adoption, Expansion, Renewal, and Retention.
• Build and maintain strong relationships with business, technical, and executive stakeholders across a portfolio of strategic enterprise clients.
• Develop and execute Client Success Plans that align OpenText solutions to client business objectives, success measures, and expected outcomes.
• Drive solution activation and adoption, helping clients achieve value from their OpenText investment as quickly as possible.
• Lead value realization discussions with clients, identifying and tracking measurable business outcomes tied to their strategic priorities.
• Monitor client health using usage analytics, engagement trends, adoption metrics, and lifecycle indicators to proactively identify risks and opportunities.
• Deliver structured onboarding and activation experiences that support successful implementation, user adoption, and long-term success.
• Serve as the primary post-sales point of contact and trusted advisor for assigned clients, providing strategic guidance throughout their cloud journey.
• Facilitate Executive Business Reviews (EBRs) and strategic planning discussions focused on business outcomes, adoption progress, realized value, and future opportunities.
• Partner with OpenText account teams, Professional Services, Support, Product Management, and reseller partners to coordinate client engagement and deliver a seamless experience.
• Support renewal activities through ongoing engagement, value discussions, and early identification and mitigation of retention risks.
• Advocate for the Voice of the Client by sharing feedback and insights that help improve products, services, processes, and the overall client experience.
• Identify opportunities to expand solution adoption, increase platform utilization, and support account growth initiatives aligned to client needs.
• Act as a client champion within OpenText, influencing internal stakeholders and driving action to support customer success priorities.

What you need to succeed

Required Qualifications

• Bachelor’s degree in business, Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 5+ years of experience in Client Success, Account Management, Client Experience, SaaS Consulting, or a similar customer-facing role.
• Experience working with cloud technologies, SaaS platforms, subscription-based business models, or digital transformation initiatives.
• Proven experience managing strategic enterprise or Fortune 1000 accounts within a SaaS environment.
• Demonstrated success driving solution adoption, usage growth, retention, and business value realization across enterprise clients.
• Experience developing and executing Client Success Plans focused on achieving client business objectives and measurable outcomes.
• Strong understanding of customer health metrics, adoption indicators, business value measurement, KPIs, and success tracking methodologies.
• Excellent communication, presentation, and stakeholder management skills, including experience engaging Director, Vice President, and C-level audiences
• Proven ability to influence and drive outcomes across cross-functional teams without direct authority.
• Ability to identify client risks, navigate complex situations, and develop effective mitigation and recovery strategies.
• Experience using data and insights to drive client conversations, decision-making, and success planning.
• Experience managing multiple client engagements and competing priorities in a fast-paced environment.
• Strong analytical thinking, problem-solving, organizational, and relationship management skills.
• Comfortable operating in a growing and evolving environment where processes, tools, and best practices continue to mature.

Preferred Qualifications

• Industry certifications in Customer Success, Organizational Change Management (Prosci), Project Management, Business Consulting, or related disciplines.
• Experience using Customer Success platforms, CRM systems, and analytics tools to monitor adoption, engagement, customer health, and business outcomes (e.g., Gainsight, Salesforce, Pendo, ClientSuccess).
• Experience leading Executive Business Reviews (EBRs), value realization reviews, and strategic account planning discussions.
• Experience working within partner, reseller, or channel-driven business models.
• Familiarity with lifecycle-based Customer Success methodologies and best practices.
• Experience developing client-facing presentations, dashboards, executive reporting, and business outcome summaries.
• Experience working with Information Management, Content Management, Human Capital Management (HCM), or related enterprise software

One last thing

OpenText is committed to building an inclusive, innovative, and customer-focused culture where employees can thrive and make a meaningful impact. If you are passionate about helping customers achieve business outcomes, building trusted relationships, and driving long-term success in a cloud-first environment, we encourage you to apply.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $110,960- $160,960 Canadian base salary plus bonus; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.