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Sr. Customer Success Manager

Req id:  27967

Virtual, 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
OpenText is looking for self-driven, enthusiastic sales and customer retention minded Sr. Customer Success Manager based out of our Broomfield, Colorado location.
This role is responsible for the post-sale relationship, securing annual renewals, and upselling/cross selling our data security/data protection portfolio to our Mid Channel business segment.  A typical day includes working with customers, balancing time constraints with customer needs, ensuring on-time renewals, presenting and closing upsell opportunities, while also passing along cross sell opportunities to our sales teams. The ideal candidate for this role can quickly prioritize and resolve customer issues while maintaining strong customer relationships.
The Sr. Customer Success Manager will interact and support a variety of customers, located in the US and Latin America, over the phone and by email. Success in this role will require your ability to serve our customers, identify upsell opportunities and establish trusted relationships with key customers quickly and effectively.  Speaking Spanish fluently is required.
If you’re a strong communicator, sales minded, highly organized, enthusiastic problem solver, and passionate about business and technology solutions, this may be a great fit for you.


The Role
As a Sr. Customer Success Manager, you will be responsible for maintaining and driving growth in our Data Security and Data Protection portfolio of products for our Mid-Channel customer base. This role is critically important to maintaining and growing company revenue at OpenText. As a Sr/ CSM you will:
•    Renew and upsell our channel customers, driving higher renewal rates and account growth via expansion and additional sales
•    Run proactive account reviews to identify areas of risk, reduce customer cancellations, and uncover opportunities to sell additional usage, licenses, or seats
•    Introduce and qualify cross-selling opportunities for additional products in the full Data Security and Data Protection portfolio
•    Build and maintain customer and reseller relationships with consistent contact while thoroughly documenting activity, status, and next steps
•    Educate customers on how to fully integrate and utilize product solutions within changing environments
•    Coordinate the resolution of open issues and implement value-added solutions; facilitate de-escalations as needed by engaging cross-functional support from key internal departments


Specific Objectives and Responsibilities

•    Renew and upsell customers, achieving and exceeding your quota
•    Maintain a high retention rate for your account base by helping customers grow and expand within the portfolio
•    Effectively manage multiple renewal and upsell opportunities at different sales stages
•    Uncover cross-selling opportunities within our existing customer base to drive additional sales


Success Factors 


What will make you successful at OpenText:
•    Strong desire to achieve and exceed your sales quota
•    3-5 years of experience in Customer Success, Sales and/or Account Management
•    Ability to develop strong relationships internally and externally
•    Highly autonomous and able to independently identify and resolve issues
•    Very organized with the ability to manage multiple responsibilities and accounts

Skills & Experience
•    Speaking/writing in Spanish is preferred
•    Bachelor’s degree or equivalent experience
•    Ability to speak comfortably to IT professionals about technical environments
•    Proven track record as a top performer, consistently hitting monthly, quarterly, and annual sales quotas
•    Excellent written and oral communication skills; ability to clearly and simply articulate complex ideas
•    Knowledge of data security, data protection, cloud backup, and disaster recovery space a plus
•    Strong desire to be a team player at a top-tier company in a transformative industry

While OpenText is an Equal Opportunity Employer, our 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


Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office to maintain a safe workplace for our employees. 


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 potential. Become an OpenText Navigator.

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