Customer Success Manager

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

As a performance driven organization, we root all things in data. It helps us understand where we are succeeding, and where we need to improve. Some of the metrics we’ll focus on:

• 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 

• 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 prioritization.
• Demonstrated success working with internal, cross-functional teams.
• A creative and steadfast approach to problem-solving on the fly.
• Natural alignment with Opal's Values: Steadfast, Polish, Helpful, Empathetic, Intentional, Creative and Passionate.
• Demonstrated ability to work effectively with individuals from diverse communities and cultures.

Education

• Undergraduate degree or equivalent experience required; advanced degree in a related field a plus

• Competitive, market-leading compensation package, including stock options
• 100% company-paid Medical/Rx, Dental, and Vision Insurance for employees (plus company-subsidized dependent coverage)
• Employer funded Health Savings Account (HSA) 
• Flexible Spending Accounts (FSA) for Health, Dependent Care, Commuter, Parking
• Company-paid Life/AD&D, Short and Long Term Disability Insurance (with voluntary buy up options)
• Unlimited Paid Time Vacation, Paid Sick Time, and 21 Paid Company Holidays
• Paid Parental Leave & Back-to-Work Program
• 401(k) and Roth Retirement Plans
• Company-sponsored outreach & activity programs
  

Opal is an equal-opportunity employer and committed to creating an inclusive and diverse environment.  We believe a diverse workplace promotes innovation and enhances decision making.  We encourage applications from all qualified candidates and will consider all applicants without regard to race, color, religion, gender identity or expression, national origin, sexual orientation, disability, age, or veteran status.

Compensation

The expected on-target earnings (OTE) range for this role is $100,000–$130,000 annually, inclusive of base salary and variable commission compensation.