Program 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'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 data-driven Customer Success Program Manager focused on Customer Success Operations to join our growing Customer Success team. In this role, you will be the operational backbone of our CSS organization, driving scalable processes, systems, and insights that empower our Customer Success Managers (CSMs) to deliver exceptional customer experiences.
You will partner cross-functionally with Sales, Product, Marketing, and RevOps to ensure we have clear reporting, BI Dashboard and metrics that will inform strategic and operational programs that will help enhance our customer journey and drive innovation and efficiency. Leveraging new AI capabilities, tools and solutions to help elevate our customer insights and success services.
If you're passionate about customer success, driving measurable impact, and solving complex enterprise challenges, this role is for you.
**What the role Offers**:

- Strategy& Planning
- Design and implement scalable CSOps frameworks to support customer lifecycle management, segmentation, and engagement strategies.
- Partner with CS leadership to define and report on KPIs and performance metrics.
- Data& Insights
- Build and maintain dashboards and reports to track customer health, adoption, retention, and expansion.
- Analyze trends and provide actionable insights to improve customer satisfaction and reduce churn.
- Process Optimization
- Standardize and document CS workflows, playbooks, and best practices.
- Drive continuous improvement initiatives across onboarding, renewals, and advocacy programs.
- Cross-Functional Collaboration
- Act as a liaison between CS and other departments to ensure a seamless customer experience.
- Support CS enablement initiatives including training, onboarding, and knowledge management.

**What you need to Succeed**:

- 5+ years of experience in Customer Success Operations, Revenue Operations, or Business Operations in a SaaS or tech environment.
- Strong proficiency in CS platforms (e.g., Client Success), CRM systems (e.g., Salesforce), and BI tools (e.g., Power BI, Looker, Tableau).
- Proven ability to manage complex projects and drive cross-functional initiatives.
- Analytical mindset with a strong grasp of customer metrics and lifecycle analytics.
- Excellent communication, stakeholder management, and problem-solving skills.
- Bachelor’s degree in Business, Operations, or a related field; MBA or equivalent is a plus.
- Experience in a high-growth Cloud / SaaS company.
- Familiarity with customer journey mapping and voice-of-customer programs.
- Knowledge of change management and process improvement methodologies (e.g., Lean, Six Sigma).

ONE LAST THING 

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.