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Added 8 mins ago
SQ
Director, Domain Enterprise Architect, RPA and Intelligent Automation
Sunlife Québec
Montreal, QC
- Full-time
Reporting to the Assistant Vice President, Enterprise Architecture, Core Platforms, the Director, Domain Enterprise Architect, RPA and Intelligent Automation leads the architecture for Sun…
Added 38 mins ago
GT
Associate Director, Software Engineering
Greater Toronto Airports Authority
Toronto, ON
- Full-time
Reporting to the Director, Technology Delivery, the Associate Director, Software Engineering will establish and lead a sustainable software engineering capability that delivers secure,…
Added 38 mins ago
CM
Directeur(trice), ressources humaines / Director, Human Resources
CF Montréal
Montreal, QC
- Full-time
The Director, Human Resources is responsible for developing and implementing the Club’s HR strategy. The individual acts as a strategic partner to the leadership team and ensures the…
Added 1 hour ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
The Finance Director serves as a strategic business partner to the Leadership Team in support of Husky’s Global Service Business and Customer Success Management strategy. This role provides…
Added 1 hour ago
ZS
Risk Analyst
Zodiac Solutions, Inc
Toronto, ON
- Full-time
Execute operating effectiveness testing (sample-based / data-driven)
Added 1 hour ago
CC
Directeur(trice), Technologies de l’information
Cellcom Communications - Cellcom.ca
Montreal, QC
- Full-time
Cellcom Communications is looking for a Director, Information Technology. Reporting directly to the President & CEO, you will own our technology end to end: store systems, infrastructure,…
Added 1 hour ago
AE
Director, Enterprise Applications
Associated Engineering
Vancouver, BC
- Full-time
The role is accountable for application strategy, architecture, governance, development, delivery, sustainment, business value realization, and continuous improvement across Microsoft…
Added 1 hour ago
NC
Manager, Content strategy and Operations
Newfoundland Capital Corporation Limited
Toronto, ON
- Full-time
Reporting to the Creative Director and working closely with Sales, Operations, and our creative teams, the Manager, Content Strategy & Operations will play a key role in developing content…
Added 1 hour ago
AE
Manager, Project Management Office - Digital Services
Associated Engineering
AB · Edmonton, AB
- Full-time
Apply the PMO mandate, services, roles, delivery lifecycle, governance forums, controls, templates, tools, and repositories established by the Director.
Added 1 hour ago
AE
Team Lead Applications Support - Enterprise Applications
Associated Engineering
Calgary, AB
- Full-time
…assigned applications and platforms, in line with the release governance established by the Director, Enterprise…
Added 1 hour ago
Senior Manager, Teaching, Learning & Educational Technology
University of Toronto
Toronto, ON
Reporting to the Executive Director, Academic Affairs & Project Management, the Senior Manager, Teaching, Learning and Educational Technology (the Senior Manager) provides operational…
Added 1 hour ago
TC
Manager, Benefits & Pension
Toromont Cat
Concord, ON
- Full-time
Toromont Industries is looking for a Manager - Benefits & Pension to join our team. Reporting to the Director, Total Rewards, the Manager, Benefits & Pension provides leadership across…
Added 1 hour ago
M
PLM/MES Business Transformation Director
MDA
Brampton, ON · Sainte-Anne-de-Bellevue, QC
- Full-time
The PLM/MES Business Transformation Director is accountable for leading complex, enterprise-wide PLM and MES transformation initiatives across multiple business units. This role requires…
Added 1 hour ago
CO
Director, Health, Safety, & Organizational Resilience
City of Saint John
Saint John, NB
- Full-time
The Director of Occupational Health, Safety & Organizational Resilience provides enterprise-wide strategic leadership for the transformation, modernization, and continuous improvement of…
Added 1 hour ago
B
Managing Director - Cybersecurity & Core Technology Audit
BMO
Toronto, ON · FCP
- Full-time
Added 1 hour ago
KG
Operational Controls Analyst/Archer/ServiceNow/GRC
K&K Global Talent Solutions INC.
Toronto, ON
- Full-time
Execute operating effectiveness testing (sample-based / data-driven)
Added 1 hour ago
VB
Director of Financial Planning and Analysis
Vaco by Highspring
Toronto, ON
- $160,000 to $180,000 CAD / year
- Full-time
Our client is a leading capital markets organization. They are looking for a Director, Corporate FP&A who will be responsible for leading the Corporate FP&A team responsible for enterprise…
Added 2 hours ago
O
Senior Manager, Data & AI Technology
OLG
Sault Ste. Marie, ON · Toronto, ON · Foster Drive Office
- Full-time
Reporting to the Director, Data & AI Platforms and Technology, you will be empowered to:
Added 2 hours ago
Lead, Investment Compensation & Taxation
ONEX
Toronto, ON
Reporting to the Managing Director, Taxation, this is a unique opportunity to lead the administration and evolution of complex investment compensation programs for Onex’ Private Equity…
Added 2 hours ago
H
Process Innovation Manager
Hexagon
Calgary, AB
- Full-time
…join our team in Calgary, AB or Morton, IL. Reporting to the Director of Business Operations & PMO, this role will lead the design, implementation, and continuous improvement of business…
Added 2 hours ago
DF
Executive Director
Dress for Success Central Alberta
Red Deer, AB
- Full-time
The Executive Director is responsible for the overall leadership, strategic direction, operational management, financial sustainability, governance support, and community impact of Dress…
Added 2 hours ago
S
Senior Internal Auditor - Accounting and Operations
Solmax
Longueuil, QC
- Full-time
As a Senior Internal Auditor, you will directly contribute to strengthening governance, internal control and risk
Added 2 hours ago
B
Enterprise Architect
BRP
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Acting as one of the key and formal architectural authorities within the cybersecurity governance model, the EA ensures that secure‑by‑design principles and enterprise security standards…
Added 2 hours ago
TU
Program Director, Drone Transport Initiative
The University of British Columbia
Vancouver, BC
- $8,087.08 to $12,117.08 CAD / month
- Full-time
The Program Director provides strategic leadership and oversight to the execution of phase 2. The interdisciplinary research‑to‑implementation program advances safe, equitable, and…
Added 2 hours ago
DF
Call for Applications for the DUCA Board of Directors
DUCA Financial Services Credit Union Ltd.
ON · Ontario, Canada
- Other
Also, each Director will have a significant amount of preparatory reading and analysis prior to Board or committee meetings that require advanced financial acumen as well as experience in…

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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