Customer Success Manager, Remote

Opal provides a platform for marketing and communications teams to coordinate strategic planning and execution. The Customer Success Manager owns post-sale customer relationships, guides implementation and adoption, and drives retention, value realization, and expansion.

Responsibilities:

• Establish customer rapport to develop consultative and productive customer relationships and become a customer advocate
• Guide customers through the Opal engagement and implementation model to ensure maximum usage, adoption, value, expansion, and retention
• Build and own a change management plan for each customer to drive continuous value and user retention
• Be the Opal product expert and demonstrate a deep understanding of the platform and solutions; use enablement materials to help customers leverage the platform’s functionality to its fullest potential and achieve desired business outcomes for customers as well as Opal
• Be the voice of the customer internally and collaborate with cross-functional teams (Education, Support, Sales, Product, and Marketing) on key milestones along the customer journey
• Understand and improve internal processes for troubleshooting customer issues
• Utilize digital CRMs (e.g. SalesForce, etc.) to accurately manage customer information, identify and resolve at-risk early indicators, service gaps, identify optimization and expansion opportunities, and bolster territory management and growth plans
• Use AI tools to prepare for calls, capture notes, and keep customer records current, and review their output for accuracy
• Work proactively to eliminate risk of customer churn, escalating issues as needed

Requirements:

• You are a passionate and reliable leader with excellent communication skills
• You understand the difference between making customers happy versus successful and are laser focused on the latter
• You are curious, you ask one more question before you offer a solution
• You go beyond chatting with AI. You use it every day, check what it produces, and are comfortable connecting it to our data through MCP connectors to build new ways of working
• 2 to 4 years of experience in an enterprise customer success or similar role
• Experience in delivering and implementing SaaS solutions for enterprise customers
• Proven results in meeting customer retention and expansion goals
• Ability to talk about user data as it relates to customer adoption and tie to customers desired outcomes
• A proactive, intentional approach towards handling strategic customer communication and challenges
• Curiosity, and the willingness to hold a position when a customer pushes back to better their outcomes
• Experience using AI tools in daily work, with the judgment to direct them and check their output
• Solid understanding of the marketing industry tech stack and potential vulnerabilities, competitive

• tool functionality, purpose and ability to uncover potential threats

• Excellent written and verbal communication skills, including presenting in-person and remotely to a diverse range of stakeholders, including C-Suite
• Ability to build relationships beyond your day to day contacts and find a way up the ladder to the leaders who rely on Opal's output
• Proven ability to work and succeed in a fast-paced, changing environment
• Exceptional project management skills including time management, task organization, and prioritization
• Demonstrated success working with internal, cross-functional teams
• A creative and steadfast approach to problem-solving on the fly
• Demonstrated ability to work effectively with individuals from diverse communities and cultures
• Undergraduate degree or equivalent experience required
• 2 to 4 years of experience in an enterprise customer success or similar role, preferably in the Marketing, Technology, or SaaS industries
• advanced degree in a related field a plus