Customer Success Manager, Remote

Opal • Portland, OR

1d • $100,000 - $130,000 • Remote

About The Position

The Customer Success Manager owns the post-sale customer relationship and leads strategic conversations with enterprise customers to understand their businesses, objectives, and success criteria. The role drives Opal implementation, sustained platform adoption, customer value realization, renewals, and account growth and expansion. The manager develops account strategies and change management plans, works to create customer advocates, and serves as the customer’s voice across Opal’s internal teams. This role emphasizes using customer and usage data to connect platform adoption to business outcomes, proactively addressing risks, and applying AI tools in daily work while checking their output for accuracy.

Opal is a remote-first company with a scrappy, collaborative culture. Its platform connects strategic planning with day-to-day execution for marketing and communications teams. The role is measured through gross retention, services revenue, customer usage and adoption, reliance on Opal outputs by customer leaders, call review scores for value and risk identification, and expansion opportunities created.

The position requires 2–4 years of experience in enterprise customer success or a similar role, preferably in marketing, technology, or SaaS. An undergraduate degree or equivalent experience is required; an advanced degree in a related field is a plus. The expected on-target earnings range is $100,000–$130,000 annually, inclusive of base salary and variable commission compensation.

Requirements

• 2–4 years of experience in enterprise customer success or a similar role; marketing, technology, or SaaS industry experience is preferred.
• Experience delivering and implementing SaaS solutions for enterprise customers.
• Proven results meeting customer retention and expansion goals.
• Ability to interpret user data related to adoption and connect it to customers’ desired outcomes.
• Proactive and intentional approach to strategic customer communications and challenges.
• Curiosity and willingness to maintain a position when customers push back in order to improve their outcomes.
• Experience using AI tools in daily work, with the judgment to direct them and verify their output.
• Solid understanding of the marketing industry technology stack, potential vulnerabilities, competitive tool 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 leaders.
• Ability to build relationships beyond day-to-day contacts and connect with leaders who rely on Opal’s output.
• 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 problem-solving 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, build consultative and productive relationships, and become a customer advocate.
• Guide customers through Opal’s engagement and implementation model to maximize 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 desired business outcomes.
• Represent the voice of the customer internally and collaborate with Education, Support, Sales, Product, and Marketing throughout the customer journey.
• Understand and improve internal processes for troubleshooting customer issues.
• Use digital CRMs to manage customer information, identify early indicators of risk and service gaps, find 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; review AI-generated output for accuracy.
• Proactively reduce customer churn risk and escalate issues when needed.
• Meet performance goals related to gross retention, services revenue, usage and adoption, customer reliance on Opal outputs, call review scores, and expansion or upsell opportunities.

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, Short and Long Term Disability Insurance, with voluntary buy-up options.
• Unlimited Paid Time 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