Share this Job
Apply now »



Customer Success Manager

Req id:  19832

Alpharetta, GA, US



As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 




The Opportunity:

This key position is responsible for overall support and strategic direction of large multi-national clients.  The Customer  Manager will also have responsibility for growing executive relationships, account P&L and fostering new opportunities.
The Customer Manager Responsibilities include oversight for day-to-day client management. This individual reviews and approves all revenue and contractual issues associated with the account, including but not limited to contract renewals, upselling into the account, escalation of delivery issues, resolving billing and rev rec issues, collection issues and ensure overall primary escalation point for customer issues that could impact client satisfaction and OpenText revenue.


•    Own customer from contract through steady state to include delivery, change management, service level reporting, customer satisfaction and assisting with growing revenue within the customer.
•    Proactively manage the contract/renewal cycle providing visibility and following internal OT procedures. Negotiate client contracts and renewals and review client agreements on a regular basis.
•    Lead the resolution of risks, including taking a lead role in organizing inter-departmental meetings and driving cross-functional issues to closure to ensure successful renewal and retention strategy.
•    Mitigate deviations to program and/or financial plans and alerts leadership of any anomalies.
•    Facilitates a positive and productive long-term relationship with client representing OT in all customer-facing communications.  Professionally communicate to customer’s executives.
•    Proactively identify revenue opportunities and align OT solutions with client’s strategic direction.
•    Develops and monitors client revenue trends against forecasted revenue and remediate risks.
•    Own remediation of all billing errors and corrective actions through to end of workflow. 
•    Partner with Field Sales and Customer Support to champion overall OT delivery consistency, client satisfaction and relationship growth.
•    Meet annual incrementation opportunity growth targets.
You are great at:
•    Dynamic problem solver with customer focus. 
•    Proven ability to manage cross functional teams.
•    Fluent with Microsoft Office, SAP, and project delivery applications.
•    Experience with project scorecard & financial reporting.
•    Detail-oriented, proactive, and driven.
•    Capable of negotiating scope, costs, and deliverables.
•    Able to develop executive level relationships.
•    Able to drive collaboration with Field Sales Teams to benefit end customer.
What it takes:
5+ years of relevant experience managing a diverse portfolio of customer accounts.
•    Must have very strong interpersonal skills including a demonstrated ability to partner and manage complex relationships across the organization.
•    Must be able to independently navigate complex customer satisfaction issues across multiple functional areas.
•    Extensive customer/client facing experience, both proactive and reactive.
•    Leadership experience managing PMs, account managers and/or technical resources.
•    Bachelor’s Degree in business administration, Management Information Systems or similar discipline.
•    Previous Sales/Solution Consulting experience a plus.
•    Previous Finance/Revenue experience a plus.
•    Working knowledge of EDI solutions, customer operations, and production support a plus.





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. Should you require accommodations during the selection process, please contact accomodationrequests@opentext.com).


Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Join OpenText today.

Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

Apply now »