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Lead Customer Success Manager(Bilingual in Spanish/English)

Req id:  24421

Waterloo, ON, CA Richmond Hill, ON, CA



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:
The Bilingual Lead, Customer Success Manager (CSM) at OpenText is responsible for working with their assigned Customers throughout their lifecycle and journey.  In this role, you are accountable for working cross-functionally to execute the Customer Success framework and provide overall program management support.  You will lead and support the required on-boarding, engagement, enablement, success planning and adoption activities including Sales, Professional Services, Customer Support and Product Management teams as required.  The CSMs will advocate for the Customer within OpenText to enable the achievement of the customer’s business outcomes.


This is an exciting opportunity for an individual that is passionate about Customer Success, relishes responsibility and is looking to join a fast-paced, high growth environment. The Customer Success environment is an opportunity for growth in the team and organization based on proven performance. The ideal candidate will have experience Customer Success Management, delighting customers, owning programs, working cross-functionally and delivering against tight timelines, self-starter, excellent attention to detail and great communication in Spanish and English (both verbal & written) skills.

You are great at: 

•    Participate in cross functional strategic projects 
•    Support for team Projects,  continuous improvement initiatives/process improvement  
•    Team coaching and mentoring support for junior team members 
•    Support leaders with recruitment and onboarding of new CSMs
•    Portfolio Prime for Cross-Functional Teams 
•    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 AE to request product roadmap insights
•    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.


What it takes:
o    Bachelor’s Degree or equivalent work experience.
•     Fluency in Spanish and English written and communication is preferred.
o    5-7+ years of experience in an enterprise level customer-facing role in Customer Success Management
o    Knowledge of business intelligence/analytics reporting systems preferred.
o    Knowledge of Enterprise Content Management systems required.
o    Demonstrated project management skills.
o    Experience with managing multiple simultaneous projects
o    CSM platform experience (ClientSuccess preferred)
o    Proficiency in Microsoft Office – especially MS PowerPoint
o    Salesforce.com experience a plus

•    Other
o    Knowledge of perpetual and SaaS / subscription software licensing models
o    Maintain a detailed knowledge of OpenText products and services
o    Framework and governance development experience
o    Ability to follow standard processes; but to identify when improvement could be required
o    Willingness to go above and beyond for the customer and account team when required
o    Obsession over value and return on investment required
o    Technically astute; able to understand large enterprise IT concepts required
o    Consultative mind-set combined with project based execution approach required
o    Highly self-motivated and able to work effectively with remote virtual teams across multiple time zones.
•    Employment Type
o    Full Time 
o    Office Based may include 25% customer travel 




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.

Explore your career and potential. Become an OpenText Navigator.

Apply now »