Customer Success Manager, Remote

Opal; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

Opal is seeking a Customer Success Manager to own strategic customer relationships with top brands. You’ll drive implementation, ensure platform adoption, and renewals while expanding opportunities.

You will articulate value, manage change, and collaborate with Education, Support, Sales, Product, and Marketing to maximize outcomes. You should be adept at using AI tools, communicating with C‑Suite stakeholders, and building advocates who enable growth.

Qualifications

• 2 to 4 years of experience in enterprise customer success or similar role.
• Experience delivering and implementing SaaS solutions for enterprise customers.

Responsibilities

• Establish customer rapport to develop consultative relationships and become a customer advocate.
• Guide customers through the engagement and implementation model to ensure maximum usage, value, expansion, and retention.
• Build and own a change management plan for each customer to drive continuous value and user retention.
• Be the Opal product expert and demonstrate a deep understanding of the platform and solutions; use enablement materials to help customers leverage the platform.
• Voice of the customer internally and collaborate with cross-functional teams on milestones.
• Understand and improve internal processes for troubleshooting customer issues.
• Utilize digital CRMs to manage customer information, identify at-risk indicators, and growth opportunities.
• Use AI tools to prepare for calls, capture notes, and keep records current; review outputs for accuracy.
• Work to eliminate risk of customer churn and escalate issues as needed.

Skills

Customer success

Communication

AI tools

CRM (Salesforce)

Change management

Cross-functional collaboration

Project management

Education

Bachelor’s degree or equivalent in related field

Tools

Salesforce

MCP connectors

Job description

The Customer Success Manager is part of a smart, gritty, and passionate team of value- and customer-focused players. This role owns the customer relationship and leads strategic conversations with some of the biggest brands in the world to understand their business, objectives, and success criteria. Customer success at Opal is value realization. You do not stop at what a customer asks. You ask why, find the problem underneath, and help them solve what is really holding their business back. As the primary customer contact post-sale, this role will be responsible for driving the implementation of Opal, ensuring high and sustained platform adoption and renewal. This role will develop account strategies to ensure Opal is demonstrating value that leads to growth and expansion opportunities while creating Opal customer advocates.

About You

You are a passionate and reliable leader with excellent communication skills. You understand the difference between making customers happy versus successful and are laser focused on the latter. You are curious, you ask one more question before you offer a solution. You go beyond chatting with AI. You use it every day, check what it produces, and are comfortable connecting it to our data through MCP connectors to build new ways of working.

About Opal

Opal is a remote-first company and we pride ourselves on a scrappy, collaborative culture where every leader is hands-on, data-driven, and passionate about delivering exceptional customer experiences. Our platform is designed for marketing and communications teams, providing a single source-of-truth, connecting strategic planning and day-to-day execution. With real-time visibility and seamless collaboration tools, Opal helps teams stay aligned and agile. Visit workwithopal.com to see why top-brands brands like Target, Starbucks, and General Motors rely on Opal.

Responsibilities

• Establish customer rapport to develop consultative and productive customer relationships and become a customer advocate.
• Guide customers through the Opal engagement and implementation model to ensure maximum usage, adoption, value, expansion, and retention.
• Build and own a change management plan for each customer to drive continuous value and user retention..
• Be the Opal product expert and demonstrate a deep understanding of the platform and solutions; use enablement materials to help customers leverage the platform's functionality to its fullest potential and achieve desired business outcomes for customers as well as Opal.
• Be the voice of the customer internally and collaborate with cross-functional teams (Education, Support, Sales, Product, and Marketing) on key milestones along the customer journey.
• Understand and improve internal processes for troubleshooting customer issues.
• Utilize digital CRMs (e.g. SalesForce, etc.) to accurately manage customer information, identify and resolve at-risk early indicators, service gaps, identify optimization and expansion opportunities, and bolster territory management and growth plans.
• Use AI tools to prepare for calls, capture notes, and keep customer records current, and review their output for accuracy.
• Work proactively to eliminate risk of customer churn, escalating issues as needed.

Performance Metrics

• Gross retention rate
• Services revenue
• Usage and adoption of Opal within your customer portfolio
• Accounts where a leader relies on an Opal output or deliverable
• Call review scores on value and risk identification
• Expansion / Upsell opportunities created

Requirements

2 to 4 years of experience in an enterprise customer success or similar role, preferably in the Marketing, Technology, or SaaS industries. Experience in delivering and implementing SaaS solutions for enterprise customers. Proven results in meeting customer retention and expansion goals. Ability to talk about user data as it relates to customer adoption and tie to customers desired outcomes. A proactive, intentional approach towards handling strategic customer communication and challenges. Curiosity, and the willingness to hold a position when a customer pushes back to better their outcomes. Experience using AI tools in daily work, with the judgment to direct them and check their output. Solid understanding of the marketing industry tech stack and potential vulnerabilities, competitive tool functionality, purpose and ability to uncover potential threats. Excellent written and verbal communication skills, including presenting in-person and remotely to a diverse range of stakeholders, including C‑Suite. Ability to build relationships beyond your day to day contacts and find a way up the ladder to the leaders who rely on Opal's output. Proven ability to work and succeed in a fast-paced, changing environment. Exceptional project management skills including time management, task organization, and