Legal Technology- Lead Cloud Service Manager

Open Text Inc.

41d • $101,000 - $138,000 • Hybrid

About The Position

We are seeking a Cloud Service Program Manager to join our Professional Services (PS) organization, supporting the delivery, retention, and growth of our most strategic enterprise and private cloud customers. This role serves as the primary program owner and trusted advisor, accountable for delivery execution, customer health, and long‑term account outcomes. Initially aligned to a key enterprise account, this role is designed to model best‑in‑class enterprise engagement across our highest‑value customers, setting standards for how we plan, govern, and deliver services within dedicated private pod environments. This is a high‑impact, customer‑facing role requiring strong strategic judgment, executive presence, and cross‑functional leadership. Success in this position directly influences customer satisfaction, renewal readiness, and account expansion.

Requirements

• 7+ years of experience in customer‑facing roles such as Program Management, Account Management, or Professional Services leadership, preferably within SaaS.
• Deep experience in eDiscovery, legal technology, or adjacent enterprise platforms.
• Proven ability to build credibility and trust with senior and executive‑level stakeholders.
• Strong business acumen with a strategic mindset and a bias toward action.
• Exceptional communication, facilitation, and cross‑functional leadership skills.
• Demonstrated ability to identify growth opportunities and drive execution in partnership with Sales.
• Comfortable operating in high‑stakes, complex, enterprise customer environments.

Nice To Haves

• Experience supporting private cloud or dedicated SaaS deployments.
• Familiarity with enterprise security, compliance, and data governance requirements.
• Program or project management certification (PMP, PgMP, or equivalent).

Responsibilities

• Own and drive the end‑to‑end program strategy for assigned enterprise accounts across all Professional Services and product engagements.
• Establish and maintain a clear, outcomes‑driven engagement plan aligned to the customer’s business, legal, and operational priorities.
• Ensure services and platform usage deliver measurable business value and return on investment.
• Build and sustain strong relationships with senior customer stakeholders across legal, IT, security, and executive teams.
• Act as a consultative partner, proactively identifying evolving needs and providing strategic guidance across eDiscovery and adjacent service areas.
• Own delivery governance and execution, ensuring services are delivered on time, within scope, and in alignment with contractual commitments.
• Coordinate and lead delivery across multiple service lines, private pods, and internal teams to drive consistent execution.
• Identify delivery risks early and drive mitigation strategies to resolution.
• Represent customer priorities internally to align delivery execution across Professional Services, Product, Support, Sales, and Operations.
• Navigate complex internal and external dependencies to resolve issues and maintain delivery momentum.
• Partner closely with Sales to identify, shape, and support expansion and upsell opportunities.
• Contribute to account planning and long‑term strategy, positioning additional services and capabilities that drive increased account value.
• Exercise independent judgment when balancing competing priorities within complex enterprise environments.
• Optimize decision‑making to support long‑term account stability while delivering near‑term commitments.
• Apply deep expertise in eDiscovery, SaaS delivery, and enterprise customer operations to solve complex challenges.
• Capture and apply insights from account engagements to inform scalable delivery models and best practices for similarly sized enterprise customers.

Benefits

• Compensation programs, including variable and commission compensation opportunities for eligible roles
• Vacation entitlement
• Paid time off
• Comprehensive benefits package that supports your physical, emotional, and financial wellbeing

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed