Principal Client Success Manager

Open Text Inc. • Alpharetta, GA

4d • $110,000 - $140,000 • Onsite

About The Position

OpenText is seeking a client-focused, results-oriented Principal Client Success Manager to help enterprise organizations achieve measurable business outcomes through successful adoption of OpenText SaaS solutions. The role manages a portfolio of strategic enterprise clients and guides them through onboarding, adoption, optimization, renewal, and retention. As a trusted advisor to client stakeholders, the manager aligns OpenText solutions with clients’ business objectives and drives value realization, satisfaction, and long-term partnerships.

The position serves as the primary post-sales contact for assigned clients and works closely with internal account teams, Professional Services, Support, Product Management, and reseller partners. It involves monitoring client health, leading executive and strategic discussions, identifying risks and growth opportunities, and advocating for client feedback. The role is full-time and requires the new hire to work from an OpenText office in Alpharetta, Georgia; Addison or Dallas, Texas; Gaithersburg, Maryland; or Tinton Falls, New Jersey.

Requirements

• Bachelor’s degree in business, Information Technology, Computer Science, or a related field, or equivalent professional experience.
• At least 5 years of experience in Client Success, Account Management, Client Experience, SaaS Consulting, or a similar customer-facing role.
• Experience with cloud technologies, SaaS platforms, subscription-based business models, or digital transformation initiatives.
• Demonstrated experience managing strategic enterprise or Fortune 1000 accounts in 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 client 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.
• Ability to influence and drive outcomes across cross-functional teams without direct authority.
• Ability to identify client risks, navigate complex situations, and develop mitigation and recovery strategies.
• Experience using data and insights to guide 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.
• Comfort operating in a growing and evolving environment where processes, tools, and best practices continue to mature.
• Ability to work from one of the listed OpenText offices: Alpharetta, Georgia; Addison or Dallas, Texas; Gaithersburg, Maryland; or Tinton Falls, New Jersey.

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, such as Gainsight, Salesforce, Pendo, or ClientSuccess.
• Experience leading Executive Business Reviews, 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 the lifecycle journey, including sales handover, onboarding, adoption, expansion, renewal, and retention.
• Build and maintain relationships with business, technical, and executive stakeholders across a portfolio of strategic enterprise clients.
• Develop and execute Client Success Plans aligned with client business objectives, success measures, and expected outcomes.
• Drive solution activation and adoption so clients can realize value from their OpenText investments.
• Lead value-realization discussions and identify and track measurable business outcomes tied to client priorities.
• Monitor client health using usage analytics, engagement trends, adoption metrics, and lifecycle indicators to identify risks and opportunities.
• Deliver structured onboarding and activation experiences that support implementation, user adoption, and long-term success.
• Serve as the primary post-sales contact and trusted advisor, providing strategic guidance throughout clients’ cloud journeys.
• Facilitate Executive Business Reviews and strategic planning discussions focused on outcomes, adoption, realized value, and future opportunities.
• Coordinate client engagement with OpenText account teams, Professional Services, Support, Product Management, and reseller partners.
• Support renewals 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 to improve products, services, processes, and client experience.
• Identify opportunities to expand solution adoption, increase platform utilization, and support account growth aligned with client needs.
• Champion clients within OpenText, influence internal stakeholders, and drive action on client success priorities.

Benefits

• Benefits package supporting physical, emotional, and financial wellbeing.
• Vacation entitlement and paid time off.
• Bonus compensation; eligible roles may also have variable and commission compensation opportunities.

What This Job Offers

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