Customer Success Manager

Opal

. Establish customer rapport to develop consultative and productive customer relationships and become a customer advocate.

Posted 11/5/2026full-timeRemote • Oregon • United StatesJuniorMid-Level💰 $100,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, focusing on customer retention, expansion, and effective communication with diverse stakeholders. Proficient in utilizing SaaS solutions and AI tools to enhance customer engagement and drive value.

Highest-signal resume keywords

Customer Success ManagementSaaS Implementation ExperienceAI Tools UtilizationProject Management SkillsExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Retention StrategiesChange Management PlanningData Analysis for Customer AdoptionTroubleshooting ProcessesUnderstanding of Marketing Tech Stack

Soft Skills

Relationship BuildingProactive CommunicationCreative Problem-SolvingCuriosity and ResilienceCollaboration with Cross-Functional Teams

Tools & Technologies

SalesforceDigital CRM SystemsAI Tools for Customer Engagement

Industry Keywords

Enterprise Customer SuccessSaaS IndustryMarketing TechnologyCustomer AdvocacyStakeholder Engagement

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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