Customer Success Manager, Remote

Role Overview

The Customer Success Manager owns the customer relationship and leads strategic conversations with top brands to understand their business, objectives, and success criteria. This role is responsible for driving the implementation of Opal, ensuring high and sustained platform adoption and renewal.

What You Will Do

Establish customer rapport, guide customers through the Opal engagement and implementation model, build and own a change management plan, and be the Opal product expert.

Why It Might Be a Fit

You will be a fit if you are a passionate and reliable leader with excellent communication skills, and you understand the difference between making customers happy versus successful.

Requirements

• 2 to 4 years of experience in an enterprise customer success or similar role
• 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
• 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
• Excellent written and verbal communication skills
• 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
• 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

Benefits

• Competitive, market-leading compensation package, including stock options
• 100% company-paid Medical/Rx, Dental, and Vision Insurance for employees
• 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