Principal Client Success Manager

OPENTEXT - THE INFORMATION COMPANYOpenText 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.

AI-First. Future-Driven. Human-Centered.

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.

Principal Client Success Manager (SaaS)  - Waterloo onsite role Your impact

As the Information Company, our mission at Open Text 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 Open Text 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 Open Text SaaS solutions.

The Client Success Manager is responsible for managing a portfolio of strategic enterprise clients, ensuring they realize value from their Open Text 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 Open Text 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.

What the role offers

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 Open Text solutions to client business objectives, success measures, and expected outcomes.

Drive solution activation and adoption, helping clients achieve value from their Open Text 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 Open Text 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 Open Text, influencing internal stakeholders and driving action to support customer success priorities.

What you need to succeed

Required Qualifications 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…