Customer Success Manager, Remote

Opal • Portland, OR

4d • Remote

About The Position

The Customer Success Manager owns customer relationships after the sale and leads strategic conversations with enterprise customers to understand their businesses, objectives, and success criteria. The role is focused on customer value realization: identifying underlying problems, helping customers address them, and driving implementation, sustained platform adoption, and renewal. The manager develops account strategies that demonstrate Opal’s value, create opportunities for growth and expansion, and build customer advocates.

Opal is a remote-first company with a collaborative, hands-on, data-driven culture. Its platform serves marketing and communications teams by connecting strategic planning with day-to-day execution through real-time visibility and collaboration tools. The role uses customer and platform data to assess success, manages customer information and account plans in digital CRMs, and uses AI tools in daily work while checking their output for accuracy.

Performance is evaluated through measures including gross retention, services revenue, platform usage and adoption, reliance by customer leaders on Opal outputs or deliverables, call review scores for value and risk identification, and expansion or upsell opportunities created. The expected on-target earnings range is $100,000–$130,000 annually, inclusive of base salary and variable commission compensation.

Requirements

• 2 to 4 years of experience in enterprise customer success or a similar role; experience in Marketing, Technology, or SaaS is preferred.
• Experience delivering and implementing SaaS solutions for enterprise customers.
• Proven results meeting customer retention and expansion goals.
• Ability to discuss user data related to customer adoption and connect it to customers’ desired outcomes.
• A proactive, intentional approach to strategic customer communication and challenges.
• Curiosity and willingness to maintain a position when customer pushback warrants it to improve customer outcomes.
• Experience using AI tools in daily work, with the judgment to direct them and check their output.
• Solid understanding of the marketing industry technology stack, potential vulnerabilities, and competitive tools’ functionality and purpose, and ability to uncover potential threats.
• Excellent written and verbal communication skills, including presenting in person and remotely to diverse stakeholders, including C-suite audiences.
• Ability to build relationships beyond day-to-day contacts and engage leaders who rely on Opal’s output.
• Proven ability to work and succeed in a fast-paced, changing environment.
• Exceptional project management skills, including time management, task organization, and prioritization.
• Demonstrated success working with internal, cross-functional teams.
• Creative and steadfast approach to solving problems on the fly.
• Natural alignment with Opal’s values: Steadfast, Polish, Helpful, Empathetic, Intentional, Creative, and Passionate.
• Demonstrated ability to work effectively with individuals from diverse communities and cultures.
• Undergraduate degree or equivalent experience required.

Nice To Haves

• Experience in the Marketing, Technology, or SaaS industries.
• Advanced degree in a related field.

Responsibilities

• Establish customer rapport, develop consultative and productive relationships, and act as a customer advocate.
• Guide customers through Opal’s engagement and implementation model to maximize platform usage, adoption, value, expansion, and retention.
• Build and own a change management plan for each customer to drive continuous value and user retention.
• Develop deep expertise in the Opal platform and solutions, and use enablement materials to help customers realize the platform’s full functionality and achieve desired business outcomes.
• Represent the voice of the customer internally and collaborate with Education, Support, Sales, Product, and Marketing teams on customer journey milestones.
• Understand and improve internal processes for troubleshooting customer issues.
• Use digital CRMs to manage customer information, identify and resolve early indicators of risk and service gaps, identify optimization and expansion opportunities, and support territory management and growth plans.
• Use AI tools to prepare for calls, capture notes, and maintain current customer records, while reviewing AI output for accuracy.
• Proactively reduce the risk of customer churn and escalate issues as needed.
• Use customer data to understand adoption and connect it to customer outcomes.
• Lead strategic customer communications and challenges, including engaging stakeholders beyond day-to-day contacts and connecting with leaders who rely on Opal’s output.

Benefits

• Competitive, market-leading compensation package, including stock options.
• 100% company-paid Medical/Rx, Dental, and Vision Insurance for employees, plus company-subsidized dependent coverage.
• Employer-funded Health Savings Account (HSA).
• Flexible Spending Accounts (FSA) for Health, Dependent Care, Commuter, and Parking.
• Company-paid Life/AD&D and Short- and Long-Term Disability Insurance, with voluntary buy-up options.
• Unlimited paid vacation, paid sick time, and 21 paid company holidays.
• Paid parental leave and Back-to-Work Program.
• 401(k) and Roth Retirement Plans.
• Company-sponsored outreach and activity programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level