Principal Cloud Service 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
You are the Principal Customer Success manager and overall relationship owner to assigned OpenText Cloud Managed Services accounts and act as a trusted advisor and partner that understands the customer's business and strategy as it relates to their OT product portfolio. You ensures operational health, customer satisfaction and ensures that the customer is receiving maximum ROI of their OT Cloud Managed services investment.

What The Role Offers

• Lead a team of CSMs across multiple geographies or portfolios
• Align with Organization vision, strategy, and operating model.
• Own portfolio performance including churn, adoption, and retention.
• Engage with exec stakeholders, lead transformation and maturity.
• Oversee high-risk customers, define global governance models.
• Partner with Sales and Product to align roadmap and growth levers.
• Total Customer Ownership for the portfolio of customers being aligned
• Strategic lead to work with cross functional teams
• Contributes to development of functional and business objectives
• On-board net-new hybrid (on-prem and cloud) based customers
• Enable customer sponsors in a consultative and best-practice share approach
• Develop customer success plans that include appropriate milestones, tasks and regular customer interactions with associated updates, based on the customer success engagement methodology and best-practices
• Own customer profiles and management of data from disparate systems; ensuring that all internal stakeholders have a single source of truth for the health and status of each customer
• Coordinate cross-functional communication and processes to help guide customers through their journey
• Create comprehensive analytics and dashboards that reflect a 360°view of the customer
• Prepare and deliver reports for QBR/EBR customer reviews
• Provide a channel for the teams to influence Product and Sales roadmaps
• Deliver updates and communications to internal & executives sponsors
• Build rapport and relationships with customers; ultimately achieving a trusted advisor relationship to be their voice within the OpenText walls
• Contribute to the continuous improvement and iteration of best-practices, process and templates of the Customer Success Manager role
• Working with the Customer Experience team, creating and delivering relevant tailored customer outreaches that promote product usage, newsletters, customer user groups,webinars etc.
• Establishing and maintain relation with internal delivery teams
• Working with Organizational stakeholders and drive process improvements
• Create and drive Success Plan frameworks and improve efficiency

What You Need To Succeed

• Bachelor's degree required (MBA or equivalent leadership experience added advantage)
• Global exposure ; ITIL, Customer Success certified prefered
• 14+ years in enterprise customer-facing roles.
• Conversant in cloud technology and data center deployment, ITIL certification preferred
• A level of comfort with creating and balancing fact-based analytics with real world application
• Demonstrable experience in developing and rolling out customer satisfaction improvement programs
• Able to work independently with positive problem-solving attitude
• Experience with formal project management techniques (i.e. Formal status reporting and client communication, budget/scope management and change controls, and project team direction and technical leadership), demonstrated experience in a consulting environment
• Solid work ethic with a willingness to work overtime when required

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.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.