Sr. Client Success Services Program Manager

OPENTEXT - THE INFORMATION COMPANY

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do-powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

Client Success, Senior Program Manager

Waterloo, ON, CAN

Job Description

The Opportunity:

The OpenText Client Success Services (CSS) team is responsible for the delivery of Strategic Success Management throughout the Clients’ cloud journey from post-sales to value realization. Our team of experts help organizations build success plans that create value, improve business outcomes, and proactively impact the lifetime value of their OpenText solution.

Role Overview:

As a Sr. Client Success Program Manager, you will work directly for the Sr Director, Client Success Services and play a critical role in designing, implementing, and optimizing Client Success programs that drive Client adoption, value realization, retention, and growth across OpenText's Cloud portfolio.

In this role, you will be Client-obsessed and support Clients directly as required to ensure program success and are accountable to continue to iterate and innovate the services based on Client feedback and operational metrics. The Sr Program Manager, you will combine the disciplines of Client Success Management, CS Operations, Project/Program Management, and AI serving as a key contributor to the evolution and scalability of the Client Success organization.

You will partner with Client Success leaders, Sales, Product Management, Product Marketing, Support, Renewals, and Operations teams to define scalable Client engagement strategies, improve operational effectiveness, and deliver measurable business outcomes.

Skills and Qualifications

Required Experience

• 8+ years of experience in Program Management, Customer Success, Customer Experience, SaaS Operations, or related disciplines within a B2B software or cloud environment.
• 5+ years leading complex, cross-functional strategic initiatives with measurable business outcomes.
• Demonstrated experience designing and scaling Customer Success programs across onboarding, adoption, value realization, retention, renewals, and expansion.
• Experience partnering with executive stakeholders across Customer Success, Sales, Product Management, Marketing, Support, Renewals, Finance, and Operations.

Program Management & Leadership Skills

• Expert knowledge of program management methodologies, governance models, risk management, prioritization frameworks, and change management practices.
• Exceptional stakeholder management and executive communication skills.
• Demonstrated ability to influence and drive alignment without direct authority.

Customer Success & Client Lifecycle Expertise

• Deep understanding of Customer Success operating models, customer journeys, success plans, adoption frameworks, and value realization methodologies.
• Experience defining customer health frameworks, risk indicators, and expansion opportunity programs.

Data, Analytics & Operational Excellence

• Strong understanding of customer success metrics including NRR, retention, adoption, customer health, renewal rates, and expansion performance.
• Advanced ability to develop executive dashboards, KPIs, scorecards, and operational reporting frameworks.

Technology & AI Competencies

• Experience with Gainsight, Salesforce, Dynamics, Tableau, Power BI, or similar platforms.
• Experience evaluating and implementing AI-enabled solutions that improve customer experiences and operational efficiency.

Education & Certifications

• Bachelor's degree required. MBA preferred.
• PMP, Agile, Scrum, Prosci, or Customer Success certifications are strong assets.

Success Profile

The ideal candidate is a strategic, customer-obsessed leader who combines deep Customer Success expertise with strong program management discipline, operational excellence, data-driven decision-making, and executive influence.

Why This Role Matters:

The Sr. Client Success Program Manager plays a critical role in enabling OpenText to scale Client Success efficiently by:

• • Developing repeatable and measurable Client success programs
  • Driving operational excellence through process optimization and automation
  • Improving Client adoption, retention, and expansion outcomes
  • Enhancing visibility through Client health and business insights
  • Thought leadership and aligning Client journey strategies across product, marketing, sales, and Client success teams
  • Enabling Client Success teams to focus on high-value Client interactions

Client Success Strategy & Program Management

• • Lead the design, implementation, and continuous improvement of Client Success programs across the Client lifecycle
  • Develop scalable frameworks supporting onboarding, adoption, value realization, renewal readiness, and expansion
  • Establish program objectives, success criteria, governance models, and measurement plans
  • Drive strategic initiatives that improve Client outcomes and organizational effectiveness
  • Manage multiple cross-functional programs simultaneously while ensuring alignment with corporate objectives

Cross-Functional Leadership

• • Serve as a strategic partner to Client Success, Sales, Product Management, Product Marketing, Support, Renewals, and Finance
  • Facilitate alignment across teams involved in the Client lifecycle
  • Lead working groups and program governance meetings
  • Communicate program status, outcomes, risks, and recommendations to senior leadership
  • Influence stakeholders without direct authority to drive successful execution

Client Journey & Lifecycle Management

• • Design and optimize Client journeys for key SaaS Client segments
  • Define lifecycle stages, Client milestones, and success outcomes
  • Collaborate with Product Marketing and Client Success leadership to create scalable engagement strategies
  • Identify opportunities to improve Client experiences, reduce friction, and increase adoption
  • Establish lifecycle-based communication and engagement programs

Client Success Operations & Process Excellence

• • Develop and improve Client Success processes, workflows, and operating models
  • Identify opportunities for automation and process optimization
  • Partner with Operations teams to enhance data quality, workflow efficiency, and reporting capabilities
  • Define best practices and operational standards across the Client Success organization
  • Support organizational change management and process adoption initiatives

Digital Success & Scalable Engagement

• Develop and enhance digital Client engagement strategies that improve Client reach and effectiveness
• Partner with Client Success, Product Marketing, and Digital teams to deliver scalable Client programs
• Drive implementation of automated Client journeys and engagement campaigns
• Measure the effectiveness of digital programs and recommend continuous improvements
• Support segmentation strategies that align engagement models to Client needs and business value

Technology & Platform Enablement

• Partner with operational teams to optimize Client Success technologies
• Help define requirements for Client Success platforms, CRM systems, reporting tools, and digital engagement solutions
• Support implementation and enhancement of systems that improve Client visibility and operational scalability
• Promote effective use of Client data and platform capabilities across the organization

Data, Analytics & Business Insights

• Define and manage key Client Success performance metrics and success indicators
• Develop executive-level dashboards and reporting frameworks
• Analyze Client health, adoption, retention, and engagement trends
• Generate insights that influence business decisions and Client success strategies
• Establish leading indicators to proactively identify Client risk and growth opportunities

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $92,300 - $138,500 plus commissions; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.