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Director, Customer Success

Req id:  3949

Broomfield, CO, US Salt Lake City, UT, US




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.




The Opportunity

You'll join to lead our Americas Customer Success organization reporting to the VP of Sales Strategy and Operations. In this role, you will be responsible for driving strategy and success across the Americas Customer Success team. We will not be successful unless our customers are receiving massive value from our services. As such, we need a senior leader to own driving success for our customers. You will oversee the Americas Customer Success Managers who are all responsible for onboarding, growing and retaining customers across Carbonite and Webroot’s SMB customer base. You will be instrumental in facilitating a strong team dynamic, driving growth, and reducing churn across multiple customer segments while working strategically with the broader leadership team to drive towards company bookings and revenue goals. You will partner with senior leadership across Sales, Marketing, Operations, Support, and Product. Success in the role will depend on strong leadership, the ability to understand and execute the tactical activities while constructing consistent and predictable workflows that the team can leverage at scale.


You Are Great At

  • Driving Outcomes
    • Forecast and drive bookings for Carbonite and Webroot SMB customer base
    • Increase renewal rates and reduce churn
    • Expand our revenue in accounts through up-sell and identification of cross-sell opportunities
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
  • Optimizing and Aligning Customer Lifecycle
    • Optimize mapped customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies
    • Identify opportunities for continuous improvement
  • Managing Customer Success Activities
    • Onboarding
    • Training
    • Customer Success Management
    • Up-sell/Renewals
    • Cross-sell Identification
  • Measuring Effectiveness of Customer Success
    • Define operational metrics for team
    • Establish system for tracking metrics
    • Create cadence for review within team
    • Expose subset of metrics to executive team
  • Leading World-class Customer Success Teams
    • Attract high potential individual contributors into team, when needed
    • Foster collaboration within team and across customer lifecycle
    • Encourage continuous learning within team


What It Takes

  • 5 -7 years of management experience leading teams in a software company
  • 3 - 5 years of experience leading customer success managers, account management, or sales teams
  • Track record of over-achieving your goals, exhibiting proactive behavior and a willingness to take intelligent risks
  • Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
  • Ability to use good judgment, prioritize and plan work well, and execute deliberately
  • Action-oriented, naturally curious, and research-minded with the ability to compile, analyze, and summarize large amounts of information quickly
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers passion for bookings/revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Able to collaborate across the organization and with external stakeholders
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills



At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


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.

Explore your career and your potential. Become an OpenText Voyager.

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