Opentext - The Information Company

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

Opentext - The Information Company

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

AI-First. Future-Driven. Human-Centered.

At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.

Your Impact

As a Client Success Program Manager in Waterloo, ON, you will report to the Sr Director, Client Success Services and play a critical role in designing, implementing, and optimizing Client Success programs that drive Client adoption, value realization, retention, renewals, and growth across OpenText’s Cloud portfolio.

You will combine Client Success Management,



CS Operations, Project/Program Management, data, and AI to help evolve and scale the Client Success organization. You will be Client-obsessed, supporting Clients directly when needed and continually innovating services based on Client feedback and operational metrics.

Partnering across Client Success, Sales, Product Management, Product Marketing, Support, Renewals, Finance, Operations, and Digital teams, you will:

- Lead the design, implementation, and continuous improvement of Client Success programs across the Client lifecycle.
- Develop scalable frameworks for onboarding, adoption, value realization, renewal readiness, retention, and expansion.
- Establish program objectives, success criteria, governance models, measurement plans, and risk-management approaches.
- Manage multiple cross-functional programs while ensuring alignment with corporate objectives.
- Design and optimize Client journeys, lifecycle stages, milestones, success outcomes, and engagement programs for key SaaS Client segments.
- Identify opportunities to improve Client experiences, reduce friction, and increase adoption.
- Develop and improve Client Success processes, workflows, operating models, data quality, and reporting capabilities.
- Identify and implement opportunities for automation and process optimization, including AI-enabled solutions.




- Develop scalable digital Client engagement strategies, automated Client journeys, campaigns, and segmentation models aligned to Client needs and business value.
- Partner with operational teams to optimize Client Success platforms, CRM systems, reporting tools, and digital engagement solutions.
- Define and manage Client Success performance metrics and indicators, including Client health, adoption, retention, renewal, engagement, and expansion trends.
- Develop executive-level dashboards, KPIs, scorecards, and reporting frameworks that generate actionable business insights.
- Establish leading indicators to proactively identify Client risk and growth opportunities.
- Lead cross-functional working groups and governance meetings while communicating program status, outcomes, risks, and recommendations to senior leadership.

Success in this role includes developing repeatable and measurable Client Success programs, improving operational efficiency through automation and process optimization, increasing Client adoption, retention, and expansion, strengthening Client health and business insights, aligning Client journey strategies across teams, and enabling Client Success teams to focus on high-value Client interactions.

What the Role Offers

This Role Offers The Chance To

- Play a highly visible role in shaping the evolution and scalability of OpenText’s Client Success organization.
- Build measurable Client Success programs that improve adoption, retention, renewals, expansion, and value realization.
- Partner broadly with leaders and teams across Client Success, Sales, Product Management, Product Marketing, Sup

📌 Client Success Services Program Manager (London)
🏢 opentext
📍 London