Principal Client Success Manager

Open Text Inc.•Dallas, TX

14d•$110,000 - $140,000•Onsite

About The Position

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. As OpenText continues to expand its Public Cloud business, we are looking for a client-focused, results-oriented Client Success Manager (CSM) who is passionate about helping organizations achieve measurable business outcomes through the successful adoption of OpenText SaaS solutions. The Client Success Manager is responsible for managing a portfolio of strategic enterprise clients, ensuring they realize value from their OpenText investments through effective onboarding, adoption, optimization, renewal, and long-term partnership. In this role, you will serve as a trusted advisor to key stakeholders, helping clients align their business objectives with the capabilities of OpenText solutions while driving measurable outcomes, retention, and client satisfaction. The ideal candidate brings experience managing complex enterprise relationships, leading clients through technology adoption journeys, influencing executive stakeholders, identifying growth opportunities, and collaborating across teams to deliver exceptional client experiences.

Requirements

Bachelor’s degree in business, Information Technology, Computer Science, or a related field, or equivalent professional experience.
5+ years of experience in Client Success, Account Management, Client Experience, SaaS Consulting, or a similar customer-facing role.
Experience working with cloud technologies, SaaS platforms, subscription-based business models, or digital transformation initiatives.
Proven experience managing strategic enterprise or Fortune 1000 accounts within a SaaS environment.
Demonstrated success driving solution adoption, usage growth, retention, and business value realization across enterprise clients.
Experience developing and executing Client Success Plans focused on achieving client business objectives and measurable outcomes.
Strong understanding of customer health metrics, adoption indicators, business value measurement, KPIs, and success tracking methodologies.
Excellent communication, presentation, and stakeholder management skills, including experience engaging Director, Vice President, and C-level audiences
Proven ability to influence and drive outcomes across cross-functional teams without direct authority.
Ability to identify client risks, navigate complex situations, and develop effective mitigation and recovery strategies.
Experience using data and insights to drive client conversations, decision-making, and success planning.
Experience managing multiple client engagements and competing priorities in a fast-paced environment.
Strong analytical thinking, problem-solving, organizational, and relationship management skills.
Comfortable operating in a growing and evolving environment where processes, tools, and best practices continue to mature.

Nice To Haves

Industry certifications in Customer Success, Organizational Change Management (Prosci), Project Management, Business Consulting, or related disciplines.
Experience using Customer Success platforms, CRM systems, and analytics tools to monitor adoption, engagement, customer health, and business outcomes (e.g., Gainsight, Salesforce, Pendo, ClientSuccess).
Experience leading Executive Business Reviews (EBRs), value realization reviews, and strategic account planning discussions.
Experience working within partner, reseller, or channel-driven business models.
Familiarity with lifecycle-based Customer Success methodologies and best practices.
Experience developing client-facing presentations, dashboards, executive reporting, and business outcome summaries.
Experience working with Information Management, Content Management, Human Capital Management (HCM), or related enterprise software

Responsibilities

Guide clients through their lifecycle journey, including Sales Handover, Onboarding, Adoption, Expansion, Renewal, and Retention.
Build and maintain strong relationships with business, technical, and executive stakeholders across a portfolio of strategic enterprise clients.
Develop and execute Client Success Plans that align OpenText solutions to client business objectives, success measures, and expected outcomes.
Drive solution activation and adoption, helping clients achieve value from their OpenText investment as quickly as possible.
Lead value realization discussions with clients, identifying and tracking measurable business outcomes tied to their strategic priorities.
Monitor client health using usage analytics, engagement trends, adoption metrics, and lifecycle indicators to proactively identify risks and opportunities.
Deliver structured onboarding and activation experiences that support successful implementation, user adoption, and long-term success.
Serve as the primary post-sales point of contact and trusted advisor for assigned clients, providing strategic guidance throughout their cloud journey.
Facilitate Executive Business Reviews (EBRs) and strategic planning discussions focused on business outcomes, adoption progress, realized value, and future opportunities.
Partner with OpenText account teams, Professional Services, Support, Product Management, and reseller partners to coordinate client engagement and deliver a seamless experience.
Support renewal activities through ongoing engagement, value discussions, and early identification and mitigation of retention risks.
Advocate for the Voice of the Client by sharing feedback and insights that help improve products, services, processes, and the overall client experience.
Identify opportunities to expand solution adoption, increase platform utilization, and support account growth initiatives aligned to client needs.
Act as a client champion within OpenText, influencing internal stakeholders and driving action to support customer success priorities.