Principal Customer Success Manager

OpenText; Sydney; On-site; AUD 150,000 - 190,000; Full time

Job summary

OpenText is seeking a Principal Customer Success Manager to own relationships across Managed Services accounts in Sydney or Perth. You will act as a trusted advisor, ensuring operational health, customer satisfaction, and maximum ROI of OpenText investments.

The role covers customer management, strategic planning, and escalation handling with cross‑functional teams (support, sales, product management). Travel up to 25% is required.

Qualifications

• Bachelor’s degree in a technical or business discipline, or equivalent.
• 5+ years in customer ownership roles (customer success, consulting & program management) in a SaaS Content Management and/or Customer Communication Management managed solutions.
• Strong client focus – ability to operate at a senior level and represent OpenText with executives.
• Excellent relationship-building, communication, and ability to educate using data and insights to drive outcomes.
• Familiarity with Customer Success metrics and interpretation.
• AI-savvy with ability to drive change towards AI-based tools; AI knowledge preferred.
• ITIL, Project and Program Management Certifications preferred.
• Willingness to travel up to 25%.

Responsibilities

• Overseeing overall success management of the customer including weekly status calls, monthly SLA reporting, site visits and business reviews, issue tracking, and cross-functional communication with OT teams (support, sales, product management).
• Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decisions, and overall status.
• Drive Adoption and Success planning, define customer value, and manage account growth as a key part of this role.
• Run in-person Customer Success Workshops and Design Thinking sessions; document outcomes clearly.
• Elicit and document customer business vision, goals, objectives, and success metrics into a Customer Success Plan and governance model.
• Own the customer journey to drive value, growth and expansion of OpenText footprint through adoption and satisfaction.
• Facilitate escalation management and cross-team communication to restore customer health and prevent service gaps.

Education

Bachelor’s degree or equivalent

Job description

Principal Customer Success Manager OpenText Corporation Sydney, NSW, AU

OPENTEXT - THE INFORMATION COMPANY

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

Job Location: Sydney or Perth

OPENTEXT – Information reimagined At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us. OpenText

YOUR IMPACT:

You are the overall relationship owner to OpenText Managed Services accounts. The CSM is a trusted advisor and partner that understands the customer's business and strategy as it relates to their OT product portfolio. The CSM ensures operational health, customer satisfaction and ensures that the customer is receiving the maximum ROI of their OpenText investment.

WHAT THE ROLE OFFERS:

Customer Management

• Overseeing overall success management of the customer which includes weekly status calls, monthly SLA reporting, site visits and business reviews, issue tracking, cross-functional communication with other OT teams (i.e., support, sales, product management, etc.).
• Provide customers and internal management with regular reports and status updates, including timelines, milestones, risks, issues, decision and overall status.
• Drive Adoption and Success planning, define customer value and manage the account growth is a key part of this role.

Strategic Planning

• Ability to run in person Customer Success Workshops, Design Thinking workshops and accurately documenting the outcomes.
• Ability to elicit and document customer business vision, short and long-terms goals and business objectives, and success metrics into a Customer Success Plan and establish a Success program governance model to track outcomes.
• Strategically manage customers, delight and exceed customer expectations and proactively nurture customer to be referenceable.
• Own the customer Journey and drive value, growth and the expansion of OpenText footprint through increasing adoption, utilisation and customer satisfaction.

Escalation Management

• Facilitate communication between various teams when needed to restore customer wellness and stability.
• Provides expert incident and problem management for high impact and critical customer issues and ensures root-cause analysis is conducted, and a corrective action plan is followed through with any learning applied for future benefit.
• Proactively Manage the customer’s cloud service to prevent escalations or missing service levels.

WHAT YOU NEED TO SUCCEED:

• Bachelor’s degree in a technical or business discipline, or equivalent
• Professional Experience of 5+ years in customer ownership roles such as customer success, consulting & program management in a SaaS Content Management and/or Customer Communication Management managed solutions)
• Strong client focus – ability to operate at a senior level and represent OpenText in front of customer executives.
• Excel at building long-term internal and external relationships on various levels of stakeholders, great interpersonal skills, and emotional intelligence. Confidence to converse with senior decision-makers. Ability to educate and reframe customer thinking, via a mix of data and wider insights, to ensure a successful outcome.
• Be familiar with Customer Success metrics & their interpretation.
• AI savvy who’s able to drive change towards AI based tools and able to apply AI in the workplace. AI Knowledge, Studies, know-How or Experience will be given preference.
• ITIL, Project and Program Management Certifications are preferred.
• Willingness to travel as needed (up to 25%)

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at [e-mail]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.