Sr. Client Success Services Program Manager

Client Success, Senior Program Manager

Waterloo, ON, CAN

The Open Text Client Success Services (CSS) team is responsible for the delivery of Strategic Success Management throughout the Clients’ cloud journey from post-sales to value realization. Our team of experts help organizations build success plans that create value, improve business outcomes, and proactively impact the lifetime value of their Open Text solution.

As a Sr. Client Success Program Manager
, you will work directly for the Sr Director, Client Success Services and play a critical role in designing, implementing, and optimizing Client Success programs that drive Client adoption, value realization, retention, and growth across Open Text's Cloud portfolio.

In this role, you will be Client-obsessed and support Clients directly as required to ensure program success and are accountable to continue to iterate and innovate the services based on Client feedback and operational metrics. The Sr Program Manager, you will combine the disciplines of Client Success Management, CS Operations, Project/Program Management, and AI serving as a key contributor to the evolution and scalability of the Client Success organization.

You will partner with Client Success leaders, Sales, Product Management, Product Marketing, Support, Renewals, and Operations teams to define scalable Client engagement strategies, improve operational effectiveness, and deliver measurable business outcomes.

• 8+ years of experience in Program Management, Customer Success, Customer Experience, SaaS Operations, or related disciplines within a B2B software or cloud environment.
• 5+ years leading complex, cross-functional strategic initiatives with measurable business outcomes.
• Demonstrated experience designing and scaling Customer Success programs across onboarding, adoption, value realization, retention, renewals, and expansion.
• Experience partnering with executive stakeholders across Customer Success, Sales, Product Management, Marketing, Support, Renewals, Finance, and Operations.

• Expert knowledge of program management methodologies, governance models, risk management, prioritization frameworks, and change management practices.
• Exceptional stakeholder management and executive communication skills.
• Demonstrated ability to influence and drive alignment without direct authority.

• Deep understanding of Customer Success operating models, customer journeys, success plans, adoption frameworks, and value realization methodologies.
• Experience defining customer health frameworks, risk indicators, and expansion opportunity programs.

• Strong understanding of customer success metrics including NRR, retention, adoption, customer health, renewal rates, and expansion performance.
• Advanced ability to develop executive dashboards, KPIs, scorecards, and operational reporting frameworks.

• Experience with Gainsight, Salesforce, Dynamics, Tableau, Power BI, or similar platforms.
• Experience evaluating and implementing AI-enabled solutions that improve customer experiences and operational efficiency.

• Bachelor's degree required. MBA preferred.
• PMP, Agile, Scrum, Prosci, or Customer Success certifications are strong assets.

The ideal candidate is a strategic, customer-obsessed leader who combines deep Customer Success expertise with strong program management discipline, operational excellence, data-driven decision-making, and executive influence.

• Developing repeatable and measurable Client success programs
• Driving operational excellence through process optimization and automation
• Improving Client adoption, retention, and expansion outcomes
• Enhancing visibility through Client health and business insights
• Thought leadership and aligning Client journey strategies across product, marketing, sales, and Client success teams
• Enabling Client Success teams to focus on high-value Client interactions

• Lead the design, implementation, and continuous improvement of Client Success programs across the Client lifecycle
• Develop scalable frameworks supporting onboarding, adoption, value realization, renewal readiness, and expansion
• Establish program objectives, success criteria, governance models, and measurement plans
• Drive strategic…