Sr. Manager, Customer Success

Opentext - The Information Company
Together, Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

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
As the Leader for Customer Success Services from India COE, you'll lead one of OpenText's crucial team for ECM Cloud. Your role is pivotal in inspiring and guiding a high-performing Customer success team to success in a global market. With a deep understanding of our services' value, you'll effectively communicate this to our customers. Your proven track record in growing a Customer Success business by aligning strategy and operations will be key. Focused on customer success and the adoption of OpenText's vision, you'll ensure top-tier customer satisfaction, adoption, and ROI. Experience in ECM, BPM, CEM, or the broader EIM industry Cloud is essential, along with a keen eye for business growth.

What You Need To Succeed

• Owns the success and operational performance of multiple CSMs/teams
• Oversees one or more regions or programs
• Display strong communication skills and establish relationships with customer leadership
• Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress
• Works across Sales, Product, Engineering, Support, and Professional Services
• Represents Customer Success in strategy forums or cross-org initiatives
• Leads initiatives like segmentation, adoption, customer journey mapping"
• Ensure standard delivery methodologies are defined and followed
• Reviews risk and health trends across customer segments
• Implement process improvements and tools to increase automation
• Leading team initiatives and developing talent
• Building processes and tracking KPIs
• Representing the performance of a team
• Building plans and recommendations for process improvements
• Coordinating with global teams across time zones to deliver seamless services
• Understanding complex application solutions and required services necessary for a successfuloperation
• Being creative in finding appropriate solution approaches
• Understanding Cloud aspects in all its flavours (SaaS, Managed Private Cloud etc.)

What The Role Offers

• Maintain cross-functional influence by partnering with Product, Engineering, Customer Success teams, to feed Product Intelligence and Customer Intelligence insights
• Growth and Innovative mindset to make recommendations towards finding creative solutions
• Manages executive relationships for top-tier customers
• Leads resolution planning for critical escalations
• Prepares quarterly business outcomes for Exec reviews
• Understand the Business footprint
• Excellent leadership, stakeholder management, and communication skills.
• Ability to drive strategic initiatives while managing day-to-day operations effectively.
• Excellent communication and presentation skills

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.