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Sr. Product Manager, Customer Success Services

Req id:  20612

Waterloo, ON, CA Virtual, 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:  #LI-Remote


As the Sr. Product Manager for Customer Success Services, you will play a key role in shaping the future of the Customer Success program at OpenText. In your role, you will support all aspects of the product lifecycle – from envisioning, development, and launch of new offerings, and ongoing management of existing offerings in market. You will partner with a cross-functional team of stakeholders to define the product vision and desired outcomes, and will work directly with customers, Sales, and Customer Success leaders to understand market needs and use cases. You’ll be looking for ways to deepen our customer relationships as a part of our success services offerings and create new recurring services revenue opportunities.


Responsibilities include but are not limited to gathering, defining, and prioritizing requirements, providing oversight during offer commercialization, and evangelizing products to internal and external audiences as a part of GTM efforts. This requires effective communication across departments to ensure goals are met, and product positioning is in alignment with OpenText brand.


You are perfect for this role if you have…


  • Proven experience bringing successful, profitable services offerings to market
  • Deep familiarity with product management methodology / processes
  • Experience with customer success business model(s) and value proposition
  • Worked (or are working) for a cloud / SaaS technology company


You are great at:


Market Analysis

  • You have a clear understanding of your target customers and their needs.
  • You perform competitive analysis and provide input on value proposition differentiation.
  • You’re comfortable working with strategic customers and stakeholders as a trusted advisor to identify market opportunities, gather requirements, and lead product planning activities.


Solution Definition

  • You know how to define the product strategy and roadmap for your assigned product area.
  • You’re comfortable guiding executives through alternative strategies, tradeoffs, and are confident in supporting your recommendations for the best path forward with data.


Business Justification

  • You understand pricing & profitability models and know how to build a strong case to support investment in your strategy / product(s).


Offer Commercialization

  • You can align stakeholders from across the organization on product definition and requirements.
  • You’re comfortable managing the offer development process to ensure milestones and delivery timelines are achieved.


Reporting & Analysis

  • You know how to evaluate and measure the effectiveness of your offerings.
  • You have experience defining, collecting and measuring key product metrics to inform success/failure of each product release, and know when to enhance or deprecate your offers.


  • You have experience collaborating with Sales, Delivery, Marketing, Development, and Program Management organizations to shape the direction of your products.



  • You are an evangelist for your team’s mission and priorities.
  • You help customers and others in our organization understand how your products will drive ROI.
  • You are an effective presenter of capabilities, vision, value proposition, and product roadmaps to customers, prospects, Sales leadership and at other public events.


What it takes:


  • BS/MS/MBA degree (ideally with a business focus)
  • 7+ years of relevant experience, preferably in a customer success or services-focused role
  • Prior product management experience is required
  • Demonstrated ability to successfully bring products to market
  • Familiarity and experience with services business model, products, and positioning (including existing experience with Customer Success and/or Consulting) is a plus
  • Highly analytical – hands-on experience analyzing data to inform pricing, profitability, and growth
  • Exceptional problem solving, teamwork, and leadership skills
  • Excellent written and verbal communication skills
  • Strong organizational skills with the ability to manage completing timelines, deliverables, expectations, and customer demands
  • Extremely detail-oriented with an eye toward creativity, branding, and design


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 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.

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