Customer Success Manager

Opkey; Dallas (TX); Remote; USD 100,000 - 130,000; Full time

Job summary

A leading SaaS automation firm is seeking a Customer Success Manager for their US team. The ideal candidate will manage a portfolio of strategic accounts, focusing on achieving high renewal rates and driving expansion. With over 10 years of experience in a SaaS environment, you will build partnerships with clients, ensuring they receive maximum value from the product and maintaining low churn rates. This position offers opportunities for impact and growth within a fast-paced environment.

Benefits

Remote flexibility

Collaborative team culture

Opportunities for impact and growth

Qualifications

• 10+ years of experience in Customer Success or Account Management, preferably in a SaaS environment.
• Proven track record of achieving high renewal rates and driving expansion revenue.
• Deep understanding of SaaS success metrics like ARR, GRR, and NRR.

Responsibilities

• Own renewal and upsell targets while maintaining churn below 5%.
• Build strategic account plans focused on ROI and retention.
• Monitor product usage and manage at-risk accounts proactively.

Skills

Customer relationship management

Renewal strategies

Communication skills

SaaS metrics knowledge

Tools

Salesforce

HubSpot

Freshdesk

Job description

Customer Success Manager – SaaS (US)

Opkey | Automate Continuous Testing. Globally.

Who We Are

At Opkey, we empower enterprises to unlock the full potential of their ERP investments with cutting-edge, agentic AI-powered automation. Our intelligent platform delivers continuous assurance across the entire ERP lifecycle-from initial deployment to day-to-day operations and long-term digital transformation.

By eliminating manual errors, accelerating testing cycles, and ensuring seamless adoption of critical updates, Opkey helps organizations modernize with confidence and agility. Trusted by over 250 global enterprises, we reduce risk, drive efficiency, cut costs, and fast-track innovation-so businesses can focus on what they do best: growing and evolving in a dynamic digital world.

We’re Looking for a Relationship Builder. A Value Driver. A Customer Champion Who Gets Results.

Opkey is seeking a Customer Success Manager (CSM) to join our growing US team and help us drive world-class customer experiences across our expanding SaaS customer base. You will own a portfolio of strategic accounts, ensuring our customers achieve their goals, realize maximum value from our products, and renew with confidence.

This role is built for someone who understands that customer success is revenue-driving work. It’s about building partnerships, proactively managing risks, and identifying opportunities for expansion. You’re someone who listens deeply, acts quickly, and communicates with clarity. You thrive in complex environments, can translate product value into business ROI, and know how to turn a great relationship into a long-term win for both the customer and the company.

If you love being at the center of customer impact-navigating across product, sales, marketing, and delivery teams-and want to play a critical role in how we grow, this role is for you.

The Role

As a Customer Success Manager (US), you will be responsible for managing renewals, driving adoption, and identifying expansion opportunities across your portfolio. You will work cross-functionally to ensure customers are achieving their desired outcomes and fully realizing the value of Opkey’s products.

What You’ll Do

• Own the renewal and upsell targets for your book of business while keeping churn below 5% and renewals above 95%
• Build and execute strategic account plans focused on adoption, ROI, and retention
• Conduct regular QBRs and ROI reviews with the team internally and clients externally to reinforce value and deepen engagement
• Monitor product usage, adoption trends, and customer health metrics to anticipate risk and opportunity
• Proactively manage at-risk accounts and build tailored intervention strategies
• Collaborate closely with Sales, Product, Presales, Delivery, Support, and Marketing
• Identify and lead upsell, cross-sell, and account expansion initiatives
• Represent the voice of the customer internally by sharing feedback to improve product, CX, and roadmap decisions
• Maintain clean and updated customer data in CRM and CS platforms such as HubSpot, Salesforce, and Freshdesk
• Track and report on KPIs including NRR, GRR, churn, and CSAT

What You Can Expect to Do During the Day

• Start your day with a customer sync to realign on adoption goals and next steps
• Review product usage dashboards to flag at-risk accounts or expansion candidates
• Run a QBR with a strategic customer, showcasing ROI and introducing new features
• Collaborate with Product on feedback from a recent onboarding or challenge
• Align with Sales on a shared upsell opportunity and renewal planning
• Follow up with a support case escalation and ensure customer expectations are met
• Update your forecast and notes in Salesforce or HubSpot
• Coach a customer through a new release or training module
• Prepare a renewal quote or proposal, highlighting value realized

What We’re Looking For

• 10+ years of experience in Customer Success or Account Management, preferably in a SaaS environment
• Proven track record of achieving high renewal rates and driving expansion revenue
• Deep understanding of SaaS success metrics such as ARR, GRR, NRR, churn, upsell, and MEDDPICC
• Strong communication and presentation skills with the ability to lead executive conversations
• Strategic thinker who can tie product value to business outcomes
• Highly organized, self-directed, and accountable with strong follow-through
• Strong working knowledge of CRM and CS platforms such as Salesforce, HubSpot, Gainsight, Totango, or Freshdesk
• Experience supporting enterprise or mid-market customers using platforms like Oracle or Workday
• Ability to influence cross-functionally, manage multiple priorities, and drive action across teams

Why Opkey

• Fast-growing global SaaS platform backed by top investors
• Collaborative and high-ownership team culture
• Strong product-market fit with enterprise customers
• Remote flexibility and visibility to leadership
• Big opportunities to make an impact and grow

Equal Opportunity at Opkey

At Opkey, we’re building a team as diverse and dynamic as the customers we serve. We’re proud to be an equal opportunity employer, and we welcome candidates of all backgrounds, experiences, and perspectives. We do not discriminate based on race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status.

What matters here is your mindset, your skills, and your drive to make an impact. If you’re passionate, curious, and ready to roll up your sleeves, we want to hear from you.

Ready to turn customer value into long-term success? Apply now.

Direct applicants only. No recruiters.