{"id":3778942,"url":"https://alion.io/job/opal-customer-success-manager-remote","title":"Customer Success Manager, Remote","company":{"id":2185075,"name":"Opal","domain":"workwithopal.com","url":"https://alion.io/company/workwithopal","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Portland, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":100000,"max":130000,"currency":"USD","period":"year","gross":null,"usd_annual":130000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Model Context Protocol","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-11-04T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-11-04T00:00:00Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"The Customer Success Manager is part of a smart, gritty, and passionate team of value- and customer-focused players. This role owns the customer relationship and leads strategic conversations with some of the biggest brands in the world to understand their business, objectives, and success criteria. Customer success at Opal is value realization. You do not stop at what a customer asks. You ask why, find the problem underneath, and help them solve what is really holding their business back.\nAs the primary customer contact post-sale, this role will be responsible for driving the implementation of Opal, ensuring high and sustained platform adoption and renewal. This role will develop account strategies to ensure Opal is demonstrating value that leads to growth and expansion opportunities while creating Opal customer advocates.\nAbout You\nYou are a passionate and reliable leader with excellent communication skills. You understand the difference between making customers happy versus successful and are laser focused on the latter. You are curious, you ask one more question before you offer a solution. You go beyond chatting with AI. You use it every day, check what it produces, and are comfortable connecting it to our data through MCP connectors to build new ways of working.\nAbout Opal\nOpal is a remote-first company and we pride ourselves on a scrappy, collaborative culture where every leader is hands-on, data-driven, and passionate about delivering exceptional customer experiences.\nOur platform is designed for marketing and communications teams, providing a single source-of-truth, connecting strategic planning and day-to-day execution. With real-time visibility and seamless collaboration tools, Opal helps teams stay aligned and agile. Visit workwithopal.com to see why top-brands brands like Target, Starbucks, and General Motors rely on Opal.\nResponsibilities\nEstablish customer rapport to develop consultative and productive customer relationships and become a customer advocate.\nGuide customers through the Opal engagement and implementation model to ensure maximum usage, adoption, value, expansion, and retention. \nBuild and own a change management plan for each customer to drive continuous value and user retention..\nBe the Opal product expert and demonstrate a deep understanding of the platform and solutions; use enablement materials to help customers leverage the platform’s functionality to its fullest potential and achieve desired business outcomes for customers as well as Opal.\nBe the voice of the customer internally and collaborate with cross-functional teams (Education, Support, Sales, Product, and Marketing) on key milestones along the customer journey.\nUnderstand and improve internal processes for troubleshooting customer issues.\nUtilize digital CRMs (e.g. SalesForce, etc.) to accurately manage customer information, identify and resolve at-risk early indicators, service gaps, identify optimization and expansion opportunities, and bolster territory management and growth plans.\nUse AI tools to prepare for calls, capture notes, and keep customer records current, and review their output for accuracy.\nWork proactively to eliminate risk of customer churn, escalating issues as needed.\nPerformance Metrics\nAs a performance driven organization, we root all things in data. It helps us understand where we are succeeding, and where we need to improve. Some of the metrics we’ll focus on:\nGross retention rate\nServices revenue\nUsage and adoption of Opal within your customer portfolio\nAccounts where a leader relies on an Opal output or deliverable\nCall review scores on value and risk identification\nExpansion / Upsell opportunities created \nRequirements\n2 to 4 years of experience in an enterprise customer success or similar role, preferably in the Marketing, Technology, or SaaS industries.\nExperience in delivering and implementing SaaS solutions for enterprise customers.\nProven results in meeting customer retention and expansion goals.\nAbility to talk about user data as it relates to customer adoption and tie to customers desired outcomes.\nA proactive, intentional approach towards handling strategic customer communication and challenges.\nCuriosity, and the willingness to hold a position when a customer pushes back to better their outcomes.\nExperience using AI tools in daily work, with the judgment to direct them and check their output.\nSolid understanding of the marketing industry tech stack and potential vulnerabilities, competitive\n tool functionality, purpose and ability to uncover potential threats.\nExcellent written and verbal communication skills, including presenting in-person and remotely to a diverse range of stakeholders, including C-Suite.\nAbility to build relationships beyond your day to day contacts and find a way up the ladder to the leaders who rely on Opal's output.\nProven ability to work and succeed in a fast-paced, changing environment.\nExceptional project management skills including time management, task organization, and prioritization.\nDemonstrated success working with internal, cross-functional teams.\nA creative and steadfast approach to problem-solving on the fly.\nNatural alignment with Opal's Values: Steadfast, Polish, Helpful, Empathetic, Intentional, Creative and Passionate.\nDemonstrated ability to work effectively with individuals from diverse communities and cultures.\nEducation t tttt\nUndergraduate degree or equivalent experience required; advanced degree in a related field a plus\nBenefits\nCompetitive, market-leading compensation package, including stock options\n100% company-paid Medical/Rx, Dental, and Vision Insurance for employees (plus company-subsidized dependent coverage)\nEmployer funded Health Savings Account (HSA) \nFlexible Spending Accounts (FSA) for Health, Dependent Care, Commuter, Parking\nCompany-paid Life/AD&D, Short and Long Term Disability Insurance (with voluntary buy up options)\nUnlimited Paid Time Vacation, Paid Sick Time, and 21 Paid Company Holidays\nPaid Parental Leave & Back-to-Work Program\n401(k) and Roth Retirement Plans\nCompany-sponsored outreach & activity programs\nOpal is an equal-opportunity employer and committed to creating an inclusive and diverse environment. We believe a diverse workplace promotes innovation and enhances decision making. We encourage applications from all qualified candidates and will consider all applicants without regard to race, color, religion, gender identity or expression, national origin, sexual orientation, disability, age, or veteran status.\nCompensation\nThe expected on-target earnings (OTE) range for this role is $100,000-$130,000 annually, inclusive of base salary and variable commission compensation.","description_format":"text","description_chars":6695,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Parental leave","Retirement plans","Stock options","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Media & Entertainment","Sales & Marketing"],"lifecycle":[{"event":"open","at":"2026-11-05T00:13:58Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":25,"reasons":["seen:2","win:early","comp:junior"],"computed_at":"2026-11-06T05:58:05Z"},"pay":{"stated_usd_annual":130000,"is_top_pay":true},"html_url":"https://alion.io/job/opal-customer-success-manager-remote","json_url":"https://alion.io/job/opal-customer-success-manager-remote.json","meta":{"generated_at":"2026-11-06T16:24:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30489,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2185075},"rest":"https://alion.io/mcp/rest/get_company?id=2185075"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fopal-customer-success-manager-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fopal-customer-success-manager-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fopal-customer-success-manager-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/opal-customer-success-manager-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fopal-customer-success-manager-remote"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3778942}},{"tool":"search_jobs","arguments":{"company":"workwithopal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3778942},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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