Client Success Services Program Manager

Open Text is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

At Open Text, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

Open Text is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

At Open Text, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

As a Client Success Program Manager in Waterloo, ON, you will report to 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, renewals, and growth across Open Text’s Cloud portfolio.

You will combine Client Success Management, CS Operations, Project/Program Management, data, and AI to help evolve and scale the Client Success organization. You will be Client-obsessed, supporting Clients directly when needed and continually innovating services based on Client feedback and operational metrics.

Partnering across Client Success, Sales, Product Management, Product Marketing, Support, Renewals, Finance, Operations, and Digital teams, you will:

• Lead the design, implementation, and continuous improvement of Client Success programs across the Client lifecycle.
• Develop scalable frameworks for onboarding, adoption, value realization, renewal readiness, retention, and expansion.
• Establish program objectives, success criteria, governance models, measurement plans, and risk-management approaches.
• Manage multiple cross-functional programs while ensuring alignment with corporate objectives.
• Design and optimize Client journeys, lifecycle stages, milestones, success outcomes, and engagement programs for key SaaS Client segments.
• Identify opportunities to improve Client experiences, reduce friction, and increase adoption.
• Develop and improve Client Success processes, workflows, operating models, data quality, and reporting capabilities.
• Identify and implement opportunities for automation and process optimization, including AI-enabled solutions.
• Develop scalable digital Client engagement strategies, automated Client journeys, campaigns, and segmentation models aligned to Client needs and business value.
• Partner with operational teams to optimize Client Success platforms, CRM systems, reporting tools, and digital engagement solutions.
• Define and manage Client Success performance metrics and indicators, including Client health, adoption, retention, renewal, engagement, and expansion trends.
• Develop executive-level dashboards, KPIs, scorecards, and reporting frameworks that generate actionable business insights.
• Establish leading indicators to proactively identify Client risk and growth opportunities.
• Lead cross-functional working groups and…