Customer Success Manager at OPAL
Portland, OR, US

As a Customer Success Manager at Opal, you’ll join a smart, gritty, and passionate team of relationship builders, who have a heart for the customer.

This role is for a customer success manager that has experience in managing a large book of business by volume and ARR. We are looking for experience both in marketing and in true SaaS Customer Success, someone that is a true builder and can come with both experience and more importantly, a growth mindset.

As the primary customer contact post-sale, you’ll be responsible for driving the implementation of Opal, ensuring high and sustained platform adoption and renewal.

Opal is currently operating fully remote as we navigate through COVID-19. We expect to reopen our HQ office in Portland, Oregon when it becomes safe and reasonable to do so.

About Opal

Opal is the marketing and communications calendar that unites teams to do exceptional work. Teams who work together in Opal create unparalleled levels of visibility, build team alignment and improve operational efficiency. Visit workwithopal.com to learn why Opal is used by teams everywhere including Starbucks, Target, Minted, General Motors, T-Mobile and Zillow.

Responsibilities

  • Establish customer rapport to develop trustful, authentic, and productive customer relationships and customer advocates.
  • Oversee the Opal implementation process for new customers.
  • Guide customers through the Opal engagement and implementation model to ensure maximum usage, adoption, value, expansion and retention.
  • Be the Opal product expert and demonstrate a deep understanding of the Opal platform and solutions; use enablement materials to help customers leverage the platform’s functionality to its fullest potential.
  • 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) 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.

Requirements

  • 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 theplatform 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 domestically 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, Qualifications

  • 3+ 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 threat.
  • 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: Professional, Intentional, Steadfast, Helpful, Creative, Passionate, and Empathetic.
  • Demonstrated ability to work effectively with individuals from diverse communities and cultures.

Preferred Experience

  • Experience in working with/on marketing teams.
  • 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

Benefits

Some benefits our team members enjoy include:

-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

-Pet Insurance for your furry friend

-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

-Modern office space with snacks, coffee, and friendly coworkers

 

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.