Customer Success Manager

This is a fully remote position, open to applicants in Oregon.

📋 Description

• Build rapport with customers to cultivate consultative and productive relationships, acting as their advocate.

• Assist customers through the Opal engagement and implementation process to maximize usage, adoption, value, expansion, and retention.

• Develop and manage a change management plan for each customer to foster ongoing value and user retention.

• Serve as the Opal product authority, showcasing a comprehensive understanding of the platform and solutions; utilize enablement materials to empower customers in leveraging the platform’s capabilities to achieve their desired business outcomes.

• Represent the voice of the customer within the organization and collaborate with Education, Support, Sales, Product, and Marketing on significant milestones throughout the customer journey.

• Analyze and enhance internal processes for resolving customer issues.

• Leverage digital CRMs such as Salesforce to oversee customer information, identify at-risk indicators and service gaps, uncover optimization and expansion opportunities, and support territory management and growth strategies.

• Employ AI tools to prepare for calls, document notes, maintain current customer records, and review outputs for accuracy.

• Actively work to mitigate customer churn risk and escalate issues as necessary.

• Concentrate on gross retention, services revenue, platform usage and adoption, reliance on Opal outputs, call review scores, and opportunities for expansion or upselling.

⛳️ Requirements

• 2 to 4 years of experience in an enterprise customer success or a similar role, ideally within the Marketing, Technology, or SaaS sectors.

• Proven experience in delivering and implementing SaaS solutions for enterprise clients.

• Documented success in achieving customer retention and expansion objectives.

• Ability to discuss user data in relation to customer adoption and link it to desired outcomes.

• A proactive and intentional approach to managing strategic customer communications and overcoming challenges.

• A sense of curiosity and the capability to maintain a position when faced with customer resistance to improve their outcomes.

• Familiarity with AI tools in daily tasks, along with the judgment to guide their use and validate their outputs.

• Strong understanding of the marketing industry tech stack, its potential vulnerabilities, competitive tool functionalities, and the ability to identify potential threats.

• Excellent communication skills, both written and verbal, including the ability to present to a diverse audience, including C-Suite executives, both in-person and remotely.

• Skill in building relationships that extend beyond everyday contacts and connecting with leaders who depend on Opal's outputs.

• Proven track record of thriving in a fast-paced, dynamic environment.

• Outstanding project management abilities, including time management, task organization, and prioritization skills.

• Demonstrated success in collaborating with internal, cross-functional teams.

• A creative and resolute approach to problem-solving in real-time.

• Natural alignment with Opal's core values: Steadfast, Polish, Helpful, Empathetic, Intentional, Creative, and Passionate.

• Proven ability to work effectively with individuals from diverse communities and cultures.

• A bachelor’s degree or equivalent experience is required; an advanced degree in a related field is a plus.

🏝️ Benefits

• Competitive, market-leading compensation package, including stock options.

• 100% company-covered Medical/Rx, Dental, and Vision Insurance for employees (with company-subsidized coverage for dependents).

• Employer-funded Health Savings Account (HSA).

• Flexible Spending Accounts (FSA) for Health, Dependent Care, Commuter, and Parking expenses.

• Company-paid Life/AD&D, Short and Long Term Disability Insurance (with options for voluntary buy-up).

• Unlimited Paid Time Off, Paid Sick Leave, and 21 Paid Company Holidays.

• Paid Parental Leave & Back-to-Work Program.

• 401(k) and Roth Retirement Plans.

• Company-sponsored outreach and activity programs.