Remote-First Strategic Customer Success Lead

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

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.