Your ImpactAs a Client Success Program Manager in Waterloo, ON, you will report to the Sr Director, Client Success Services and play a critical role in designing, implementing, and optimizing Client Success programs that drive Client adoption, value realization, retention, renewals, and growth across OpenText's Cloud portfolio.
You will combine Client Success Management, CS Operations, Project/Program Management, data, and AI to help evolve and scale the Client Success organization. You will be Client-obsessed, supporting Clients directly when needed and continually innovating services based on Client feedback and operational metrics.
Partnering across Client Success, Sales, Product Management, Product Marketing, Support, Renewals, Finance, Operations, and Digital teams, you will:
- Lead the design, implementation, and continuous improvement of Client Success programs across the Client lifecycle.
- Develop scalable frameworks for onboarding, adoption, value realization, renewal readiness, retention, and expansion.
- Establish program objectives, success criteria, governance models, measurement plans, and risk-management approaches.
- Manage multiple cross-functional programs while ensuring alignment with corporate objectives.
- Design and optimize Client journeys, lifecycle stages, milestones, success outcomes, and engagement programs for key SaaS Client segments.
- Identify opportunities to improve Client experiences, reduce friction, and increase adoption.
- Develop and improve Client Success processes, workflows, operating models, data quality, and reporting capabilities.
- Identify and implement opportunities for automation and process optimization, including AI-enabled solutions.
- Develop scalable digital Client engagement strategies, automated Client journeys, campaigns, and segmentation models aligned to Client needs and business value.
- Partner with operational teams to optimize Client Success platforms, CRM systems, reporting tools, and digital engagement solutions.
- Define and manage Client Success performance metrics and indicators, including Client health, adoption, retention, renewal, engagement, and expansion trends.
- Develop executive-level dashboards, KPIs, scorecards, and reporting frameworks that generate actionable business insights.
- Establish leading indicators to proactively identify Client risk and growth opportunities.
- Lead cross-functional working groups and governance meetings while communicating program status, outcomes, risks, and recommendations to senior leadership.
Success in this role includes developing repeatable and measurable Client Success programs, improving operational efficiency through automation and process optimization, increasing Client adoption, retention, and expansion, strengthening Client health and business insights, aligning Client journey strategies across teams, and enabling Client Success teams to focus on high-value Client interactions.
What the Role OffersThis role offers the opportunity to:
- Play a highly visible role in shaping the evolution and scalability of OpenText's Client Success organization.
- Build measurable Client Success programs that improve adoption, retention, renewals, expansion, and value realization.
- Partner broadly with leaders and teams across Client Success, Sales, Product Management, Product Marketing, Support, Renewals, Finance, Operations, and Digital.
- Influence Client strategy and organizational effectiveness without direct authority, aligning teams around shared Client outcomes.
- Apply automation, AI-enabled solutions, Client data, analytics, and digital engagement to improve Client experiences and operational efficiency.
- Strengthen Client health and business insights while helping Client Success teams focus on high-value Client interactions.
- Drive strategic initiatives that improve both Client outcomes and organizational effectiveness across OpenText's Cloud portfolio.
What You Need to Succeed- 8+ years of experience in Program Management, Customer Success, Customer Experience, SaaS Operations, or related disciplines within a B2B software or cloud environment.
- 5+ years leading complex, cross-functional strategic initiatives with measurable business outcomes.
- Demonstrated experience designing and scaling Customer Success programs across onboarding, adoption, value realization, retention, renewals, and expansion.
- Experience partnering with executive stakeholders across Customer Success, Sales, Product Management, Marketing, Support, Renewals, Finance, and Operations.
- Expert knowledge of program management methodologies, governance models, risk management, prioritization frameworks, and change management practices.
- Exceptional stakeholder management and executive communication skills, with demonstrated ability to influence and drive alignment without direct authority.
- Deep understanding of Customer Success operating models, customer journeys, success plans, adoption frameworks, value realization methodologies, customer health frameworks, risk indicators, and expansion opportunity programs.
- Strong understanding of Customer Success metrics, including NRR, retention, adoption, customer health, renewal rates, and expansion performance.
- Advanced ability to develop executive dashboards, KPIs, scorecards, and operational reporting frameworks.
- Experience with Gainsight, Salesforce, Dynamics, Tableau, Power BI, or similar platforms.
- Experience evaluating and implementing AI-enabled solutions that improve customer experiences and operational efficiency.
- Bachelor's degree required; MBA preferred.
- PMP, Agile, Scrum, Prosci, or Customer Success certifications are strong assets.
The ideal candidate is a strategic, customer-obsessed leader who combines deep Customer Success expertise with strong program management discipline, operational excellence, data-driven decision-making, and executive influence.
