Principal Client Success Manager

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

YOUR IMPACT

We are seeking a strategic and customer-focused Principal Client Success Manager to help enterprise customers maximize the value of their SaaS investments. In this high-impact role, you will act as a trusted advisor to senior stakeholders, guiding customers through onboarding, adoption, value realization, renewal, and growth.

You'll work closely with strategic clients to align OpenText solutions with their business objectives, drive user adoption, mitigate risks, and identify opportunities for expansion, ultimately ensuring long-term customer success and satisfaction.

WHAT THE ROLE OFFERS

• Manage a portfolio of strategic enterprise customers and guide them through the full customer lifecycle.
• Build strong relationships with business, technical, and executive stakeholders.
• Develop and execute customer success plans aligned with customer business objectives, success measures, and expected outcomes.
• Drive adoption, engagement, retention, and value realization.
• Monitor customer health and proactively address risks.
• Lead Executive Business Reviews (EBRs) and strategic discussions.
• Partner with Sales, Services, Support, Product, and Partner teams to deliver an exceptional customer experience.
• Identify growth opportunities and advocate for customer needs internally.

WHAT YOU NEED TO SUCCEED

• 5+ years of experience in Customer Success, Account Management, SaaS Consulting, or a similar client-facing role.
• Experience managing enterprise customers in a SaaS or cloud environment.
• Proven success driving adoption, retention, renewals, and customer outcomes.
• Strong executive communication and stakeholder management skills, including experience engaging senior and C-level audiences.
• Strong technical understanding of enterprise SaaS solutions, with the ability to develop product expertise, translate product capabilities into relevant customer use cases, and guide adoption with business and technical stakeholders.
• Ability to influence cross-functional teams and navigate complex customer environments.
• Analytical mindset with strong problem-solving and relationship-building capabilities.
• Experience with Customer Success platforms such as Salesforce, Gainsight, or similar tools is an advantage.
• Fluency in English is required. Any additional language skills, including German, French, Arabic, or Italian, would be a valuable asset.

ONE LAST THING

Join a growing cloud business where you can make a direct impact on customer success, build lasting executive relationships, and help global organizations achieve meaningful business outcomes through innovative SaaS solutions.

This role requires up to 25% business travel to support customer engagements, Executive Business Reviews, strategic account activities, industry events, and internal collaboration meetings. The successful candidate should be comfortable traveling as needed to build and maintain strong customer relationships.

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.

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