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Added 9 mins ago
OM
Senior Manager, Financial Literacy Program Design & Delivery
Ontario Medical Association
Toronto, ON
- Full-time
The Senior Manager, Strategy Portfolio Office, is responsible for leading the design, development, and delivery of a comprehensive financial literacy program for members. The role…
Added 9 mins ago
C
Senior Customer Engineer, Digital Native - Vancouver BC
Cloudflare
BC · British Columbia, Canada
- Full-time
Technical Validation: Partner closely with Account Executives to lead technical deep-dive discovery, capture business requirements, and map complex customer infrastructure - DNS, CDN, Zero…
Added 9 mins ago
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Director, Paid Media
VaynerX
Toronto, ON
- Full-time
The Media Director, Buying will be tasked with high level operations management, fostering client relationships, and overseeing buying strategy and executional excellence. The Director…
Added 24 mins ago
A
Technology Strategy & Transformation Consultant
Accenture
Ottawa, ON · Toronto, ON
- Full-time
We are Technology Strategy and Transformation. Our vision is to become the world’s leading advisors in harnessing technology and innovation as a force to reinvent and improve every…
Added 24 mins ago
Procurement Specialist
Acciona
ON · CAN - Ontario Line North
Responsible for pre-qualification of bidders, preparing the procurement strategy and the corresponding tender packages, and issuance of the tenders through the selected electronic quotation…
Added 24 mins ago
T
Full-Stack Architect
TD
Toronto, ON
- Full-time
TD IT Architecture covers TD's overall technology strategy, direction, standards for designing and/or developing an architecture framework including technology architecture strategy,…
Added 24 mins ago
C
Sr. Consultant, Full Stack Developer
CIBC
Toronto, ON
- Full-time
…easy, flexible, and personalized solutions that enhance the client experience for ATM Payments platforms. You’ll lead the planning and strategy for the technical design, development and…
Added 39 mins ago
H
Specialist
HealthCareersInSask.ca
SK · SK, Canada
- Full-time
…to enable an innovative and positive working climate and a client-centric culture. The Specialist must work cross functionally within the portfolio and across the organization to support…
Added 39 mins ago
H
Manager, Digital Health Rural & North
HealthCareersInSask.ca
SK · SK, Canada
- Full-time
…to the goals and objectives of the SHA. The Manager supports strategy through the development and execution of operational and business plans, including cascading, monitoring, reporting,…
Added 39 mins ago
H
Specialist
HealthCareersInSask.ca
SK · SK, Canada
- Full-time
…to enable an innovative and positive working climate and a client-centric culture. The Specialist must work cross functionally within the portfolio and across the organization to support…
Added 39 mins ago
Assistant Manager - Guelph / Waterloo / Owen Sound Area (Future Opportunities)
Scotiabank
Hamilton, ON
As the Assistant Manager, you will lead and oversee the overall success of the Retail Sales and Customer Service teams in a Canadian Bank branch. You will work to ensure business…
Added 39 mins ago
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Salesforce Technical Lead - Financial Services Cloud
Maarut
Montréal-Est, QC · Montreal, Quebec
- Contract
The client is looking for the Salesforce technical reference
Added 39 mins ago
C
Senior Business Analyst
Co-operators
Guelph, ON · Mississauga, ON
- Full-time
…resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which…
Added 39 mins ago
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Gerant de la Boutique - Carrefour Laval
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Montreal, QC
- Full-time
objectifs de vente quotidiens et assurer une expérience client unique et inclusive qui
Added 54 mins ago
IR
Senior Quality Assurance Analyst - Remote/Hybrid (Canada)
Info-Tech Research Group
London, ON · Toronto, ON
- Full-time
Perform and lead various types of testing, including (but not limited to) functional, regression, integration, backend database validation, API, mobile, scalability, cross-browser…
Added 54 mins ago
Head of Client Experience - North America
Rimes Technologies
Toronto, ON
Define and lead Rimes’ client experience strategy across North America, aligned with the company’s broader business and commercial objectives.
Added 1 hour ago
Client Engagement Lead
Health Standards Organization
Ottawa, ON · Pointe-Claire, QC
…relationships, advises regional and corporate teams, and uses client feedback, survey reports, and emerging trends and risks to improve program delivery and…
Added 1 hour ago
IH
Director of Operations
Intrepid Health
Mississauga, ON
- $115,000 to $120,000 CAD / year
- Full-time
We are seeking a dynamic and strategic Director of Operations to lead and optimize our organizational processes, drive business growth, and foster a culture of continuous improvement. In…
Added 1 hour ago
AR
Controller
Accu-staff Resource Systems Enterprises LTD
Vaughan, ON
- $100,000 to $150,000 CAD / year
- Full-time
· Lead group-wide cost reduction and efficiency programs, ensuring alignment with corporate strategy.
Added 1 hour ago
RH
Human Resource Information System Manager
Robert Half
BC · Fraser Valley, BC
- $90,000 to $125,000 CAD / year
- Full-time
…meaningful insights, and driving process improvements? Our client is seeking a Manager, HRIS & Technology to take ownership of its HR technology ecosystem, strengthen systems integration,…
Added 1 hour ago
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Supply Chain Manager
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BC · Fraser Valley, BC
- Full-time
Our client is looking for a strategic yet hands-on supply chain leader who understands the realities of a manufacturing environment and can balance long-term strategy with day-to-day…
Added 1 hour ago
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Director of Construction
Dawn Recruiting Agency
Woodstock, ON
- $80,000 to $150,000 CAD / year
- Full-time
Reporting to the Vice President of General Contracting, the Director of Construction provides executive leadership, strategy, and risk management across all construction projects. You will…
Added 1 hour ago
W
Director, Strategic Account Management - Research Services (Bilingual)
Walmart
Mississauga, ON
- Full-time
…our growing Research Services organization. The Director will lead a significant area of the business, with accountability for people, client experience, research excellence, capacity,…
Added 1 hour ago
R
Senior Manager, Client Engagement
RBC
Toronto, ON
- Full-time
Lead cross-functional teams through the delivery of initiatives and strategies to reduce client attrition
Added 1 hour ago
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Engineering Manager, Workday Integrations & Platform
TD
Toronto, ON
- Full-time
…integrations and platform solutions. The role establishes integration strategy and engineering standards, ensures reliable delivery and operation of solutions, actively manages risks and…

Open Text Corporation

Client Success Services Program Manager

Waterloo, ON, Canada

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Job details

Education: Bachelor’s degree
Experience: 8+ years of experience in Program Management, Customer Success, Customer Experience, SaaS Operations, or related disciplines within a B2B software or cloud environment.
Posting language: English
Posted: Oct 28, 2026

Original job description

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 opportunity 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, Support, Renewals, Finance, Operations, and Digital.
Influence Client strategy and organizational effectiveness without direct authority, aligning teams around shared Client outcomes.
Apply automation, AI-enabled solutions, Client data, analytics, and digital engagement to improve Client experiences and operational efficiency.
Strengthen Client health and business insights while helping Client Success teams focus on high-value Client interactions.
Drive strategic initiatives that improve both Client outcomes and organizational effectiveness across OpenText’s Cloud portfolio.

What You Need to Succeed

8+ years of experience in Program Management, Customer Success, Customer Experience, SaaS Operations, or related disciplines within a B2B software or cloud environment.
5+ years leading complex, cross-functional strategic initiatives with measurable business outcomes.
Demonstrated experience designing and scaling Customer Success programs across onboarding, adoption, value realization, retention, renewals, and expansion.
Experience partnering with executive stakeholders across Customer Success, Sales, Product Management, Marketing, Support, Renewals, Finance, and Operations.
Expert knowledge of program management methodologies, governance models, risk management, prioritization frameworks, and change management practices.
Exceptional stakeholder management and executive communication skills, with demonstrated ability to influence and drive alignment without direct authority.
Deep understanding of Customer Success operating models, customer journeys, success plans, adoption frameworks, value realization methodologies, customer health frameworks, risk indicators, and expansion opportunity programs.
Strong understanding of Customer Success metrics, including NRR, retention, adoption, customer health, renewal rates, and expansion performance.
Advanced ability to develop executive dashboards, KPIs, scorecards, and operational reporting frameworks.
Experience with Gainsight, Salesforce, Dynamics, Tableau, Power BI, or similar platforms.
Experience evaluating and implementing AI-enabled solutions that improve customer experiences and operational efficiency.
Bachelor’s degree required; MBA preferred.
PMP, Agile, Scrum, Prosci, or Customer Success certifications are strong assets.

The ideal candidate is a strategic, customer-obsessed leader who combines deep Customer Success expertise with strong program management discipline, operational excellence, data-driven decision-making, and executive influence.

One Last Thing

OpenText is more than just a corporation; it’s a global community where trust is foundational, the bar is raised, and outcomes are owned. In this role, you will bring together Client Success expertise, program management discipline, operational excellence, data-driven decision-making, and executive influence to build scalable programs that create measurable value for Clients and the business. Join us in our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don’t just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $72,160- $108,240 annual base salary plus bonus; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.

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More about this job

Responsibilities

The Program Manager will design and optimize Client Success programs to drive adoption, retention, and growth across the Cloud portfolio. They will lead cross-functional initiatives, implement AI-driven process improvements, and develop executive-level reporting to enhance customer health and business outcomes.

Requirements

Candidates must have over 8 years of experience in Program Management or Customer Success within a B2B software environment, including 5 years leading complex strategic initiatives. A Bachelor's degree is required, and proficiency in CRM and data platforms like Salesforce or Gainsight is essential.

Skills

Program management
Customer success
SaaS operations
Data analysis
AI-enabled solutions
Stakeholder management
Executive communication
Change management
Risk management
Customer journey mapping
CRM systems
Performance metrics
Business intelligence
Process optimization
Cross-functional leadership

Benefits

Variable compensation
Commission opportunities
Vacation entitlement
Paid time off

Visa sponsorship

Not detected in the job text

Keywords

Program Management
Customer Success
SaaS
Cloud Portfolio
AI
Automation
Gainsight
Salesforce
Dynamics
Tableau
Power BI
NRR
KPIs
Change Management
Governance
Risk Management
Customer Journey
Data Analytics
B2B Software
Operational Excellence
Executive Dashboards
Value Realization
Retention
Expansion
Onboarding
PMP
Agile
Scrum
Prosci
MBA

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