Senior Cloud Service Manager- Financial Services

OpenText; Richmond Hill; On-site; CAD 72,000 - 108,000; Full time

Job summary

OpenText in Canada seeks a Senior Client Success Manager to oversee a portfolio of high-value Managed Services customers from onboarding through steady-state operations. You will lead cross-functional teams to ensure service excellence, performance, and customer satisfaction while helping clients achieve business objectives.

You will act as trusted advisor for assigned customers, manage 10-15 programs, drive governance, reporting, and continuous service optimization, and coordinate with Sales,

Qualifications

• Bachelor's degree required in MIS, Business, IT, or related field.
• 10+ years of professional experience in account/program/customer-facing leadership roles.
• Experience leading large-scale enterprise customer engagements.
• Experience with enterprise customers in complex service delivery environments.
• Strong senior stakeholder management and communication skills.

Responsibilities

• Manage a portfolio of 10-15 Managed Services programs and customer accounts.
• Act as trusted advisor and primary relationship owner for assigned customers.
• Ensure contractual obligations and service level commitments are achieved.
• Lead cross-functional teams to resolve customer issues and mitigate risks.
• Deliver executive-level program updates, dashboards, and service reviews.

Skills

Account management

Program management

Customer success

Executive communication

Global delivery

Education

Bachelor's degree in MIS/Business/IT or related

Tools

MS Office

Job description

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.

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

At OpenText, 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.

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.

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

At OpenText, 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.

YOUR IMPACT

As a Senior Client Success Manager, you will serve as the primary point of contact for a portfolio of high-value Managed Services customers, owning the overall client delivery experience from onboarding through steady-state operations. You will lead cross-functional teams to ensure service excellence, operational performance, and customer satisfaction while helping clients achieve their business objectives.

YOU ARE GREAT AT

• Manage a portfolio of 10-15 Managed Services programs and customer accounts.
• Act as the trusted advisor and primary relationship owner for assigned customers.
• Ensure contractual obligations and service level commitments are achieved.
• Lead cross-functional teams to resolve customer issues and mitigate operational risks.
• Establish and maintain governance, communication, and reporting cadences with customers.
• Monitor program performance, identify improvement opportunities, and drive continuous service optimization.
• Coordinate change management activities, including moves, adds, and changes.
• Deliver executive-level program updates, dashboards, and service reviews.
• Partner closely with Sales, Solution Consulting, Product Management, Engineering, Professional Services, and Support teams to ensure successful customer outcomes.
• Foster long-term customer relationships and contribute to customer retention and growth opportunities.
• Building strong, trusted relationships with customers and executive stakeholders.
• Managing complex customer engagements with a high degree of autonomy.
• Influencing and coordinating matrixed teams across multiple functions and geographies.
• Identifying, assessing, and mitigating operational and delivery risks.
• Communicating clearly and effectively with both technical and business audiences.
• Driving accountability and ensuring successful execution against commitments.
• Managing competing priorities in a fast-paced, customer-facing environment.
• Applying best practices in service delivery, account management, and customer success.
• Analyzing service performance data and translating insights into action plans.
• Leading customer discussions with professionalism and confidence.

What You Need To Succeed

• Bachelor's degree in Management Information Systems, Business, Information Technology, or a related discipline.
• 10+ years of professional experience with at least 3-5 years in account management, program management, customer success, technical account management, or a related customer-facing leadership role.
• Proven success leading large-scale enterprise customer engagements throughout the engagement lifecycle.
• Experience working with enterprise customers in complex service delivery environments.
• Previous leadership experience managing major customer accounts or cross-functional teams is preferred.
• Strong customer relationship management and executive communication skills.
• Experience working with global delivery organizations and distributed teams.
• Knowledge of cloud hosting and managed services business models.
• Enterprise account management experience.
• Strong organizational, planning, and prioritization capabilities.
• Ability to work independently while driving collaboration across teams.
• Understanding of change management and service delivery best practices.
• Strong analytical and problem-solving abilities.
• Proficiency with Microsoft Office applications.
• EDI/B2B e-commerce knowledge is considered an asset.

ONE LAST THING

OpenText is more than a global technology leader—we are a values-driven community built on trust, accountability, and innovation. Here, ownership matters, collaboration is essential, and your work makes a real impact. Join us to help shape the future of information management while building a career where your voice is heard and your contributions truly matter.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation

At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range

$72,160 - $108,240; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure

As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.