Customer Success Manager

🔥 1 minute ago

🌲 Oregon – Remote

🌲 Oregon – Remote

💵 $100k - $130k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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This company has sponsored H1B visas in the past.

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Opal

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏢 Enterprise

📣 Marketing

SaaS • Enterprise • Marketing

Opal is a marketing platform that aims to unite strategy with execution by serving as a collaborative 'source of truth' for marketing organizations. It helps teams from creators to executives align and streamline processes by breaking down silos within organizations, providing a unified place to manage content, campaigns, and comms. With features aimed at enhancing coordination and visualization of marketing plans, Opal provides tools for content previews, visual calendars, and enterprise-grade solutions. This makes it easier for organizations to strategize, plan, and execute marketing efforts efficiently, while integrating with other tools.

📋 Description

• 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. • Be the voice of the customer internally and collaborate with 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 such as Salesforce to manage customer information, identify at-risk indicators and service gaps, identify optimization and expansion opportunities, and support territory management and growth plans. • Use AI tools to prepare for calls, capture notes, keep customer records current, and review output for accuracy. • Proactively eliminate customer churn risk and escalate issues as needed. • Focus on gross retention, services revenue, platform usage and adoption, leader reliance on Opal outputs, call review scores, and expansion or upsell opportunities.

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

🏖️ Benefits

• 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

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