About the Job

The Senior 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.

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. In close collaboration with your Sales counterpart, 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 are able to provide superb customer service by leading and motivating the customer success team and creating customer satisfaction goals.

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 customer advocates.
• Oversee the Opal implementation process for new customers within assigned territory.
• Guide customers through the Opal engagement and implementation model to ensure maximum usage, adoption, value, expansion and retention.
• In partnership with your Sales counterpart, identify and pursue growth opportunities within the customer base.
• 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.
• Create positive synergy with Sales counterparts to deepen customer partnerships and collaborate on strategic approaches for each customer in your assigned territory.
• Be the voice of the customer internally and collaborate with cross-functional teams (Customer Success, 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, SalesLoft, 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.
• Work proactively to eliminate risk of customer churn, escalating issues as needed.
• 20% domestic (and some international) travel for customer meetings.

Performance Metrics

As a performance driven organization, we look to 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
• Expansion / Upsell opportunities created with your Sales counterpart

Skills, Experience, Knowledge

• 5+ 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.
• 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.
• 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: Open & Honest, Passionate, Accountable, Level-Up, Intentional, Teamwork, and Excellence

• Demonstrated ability to work effectively with individuals from diverse communities and cultures.

Preferred Experience

• Experience working with or on marketing teams.
• Experience with brand marketing.
• Deep understanding of marketing functions.
• Experience in using the Opal platform.

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 individuals (plus company-subsidized dependent coverage)
• Flexible Spending Accounts (FSA) for Health, Dependent Care, Commuter, Parking
• Company-paid Life/AD&D, Short and Long Term Disability Insurance
• Flexible Paid Time Off and Paid 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: $125,000 - $140,000 OTE (On Target Annual Earnings, this is inclusive of base salary and variable)