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Added 9 days ago
SH
Supervisor, Patient Registration
Scarborough Health Network
Toronto, ON · Scarborough, ON
- Full-time
…communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We…
Added 9 days ago
MG
eCommerce Merchant - New Era Canada
Mint Green Group
Pointe-Claire, QC
- Full-time
…set by leadership and aligned with the brand's Product Line Manager and wholesale…
Added 9 days ago
MG
eCommerce Merchant - '47 Brand Canada
Mint Green Group
Pointe-Claire, QC
- Full-time
…set by leadership and aligned with the brand's Product Line Manager and wholesale…
Added 9 days ago
V
Manager, Digital Performance Consulting
Visa
Toronto, ON
- Full-time
…Engine Optimization (SEO), Answer Engine Optimization (AEO), program launch, digital customer acquisition, customer and merchant life cycle optimization, retention enhancement, benchmark…
Added 9 days ago
R
Software Developer, Quality Engineering
RideCo
Waterloo, ON
- Full-time
Added 9 days ago
Manager Quality ULTCAD
Patterson-UTI
Leduc, AB
Lead and manage the Quality Control Supervisor and Quality Inspectors, providing coaching, development, training, and support to strengthen the Quality Control program.
Added 9 days ago
Account Manager - Higher Education
Mentimeter
Toronto, ON
As an Account Manager, you will lead the expansion of our existing Enterprise customers by focusing on revenue growth through renewals and up-sales while serving as a trusted adviser to our…
Added 9 days ago
Project Administrator- Syncrude Aurora
Fort McKay Group of Companies
Fort McMurray, AB
Under the direction of the Project Manager, the Project Administrator ensures that all work is being recorded and reported in a timely fashion, and that records of such are kept in an…
Added 9 days ago
C
Senior People Business Partner
Clio
Toronto, ON · Burnaby, BC · Vancouver, BC · Calgary, AB
- Full-time
…organization, including Production Engineering, IT, Security and Data Engineering. This role sits at the intersection of business strategy, operational execution, and team performance…
Added 9 days ago
M
Associate Product Manager, Ecosystem Integrations
Manulife
Toronto, ON · Waterloo, ON · Montreal, QC · Halifax, NS
- Full-time
The Associate Product Manager, Ecosystem Integrations supports the strategy and delivery of the connections that enable our Get Care and broader Member Experience strategy. The role works…
Added 9 days ago
M
Technical Program Manager
Manulife
Toronto, ON · Waterloo, ON
- Full-time
We are seeking an experienced Technical Program Manager to lead complex, cross-functional technology initiatives supporting our omni-channel communications and document management platform.
Added 9 days ago
O
National Accounts Director
OPENLANE
Brampton, ON
- $125,000 to $150,000 CAD / year
- Full-time
We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.
Added 9 days ago
BC
Registered Nurse - Complex Care (C4)
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Clinical Manager, Medically Complex Care, the successful applicant will be responsible for comprehensive nursing care in the Medically Complex program and must meet the…
Added 9 days ago
BC
Infection Control Professional (ICP)
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Reporting to the Manager of Infection Prevention and Control, the Infection Control Professional (ICP) will act as support with the ongoing implementation, development and…
Added 9 days ago
NG
Talent & Workforce Planning Manager
NFI Group Inc.
Winnipeg, MB
- Full-time
Evaluate program and assessment effectiveness and use data to identify opportunities for improvement
Added 9 days ago
Bilingual Client Service Representative
Scotiabank
Ottawa, ON
…regulations, internal policies, and procedures Reporting to the Manager, Client Services, as a Client Service Representative, you will be responsible for responding to and providing timely…
Added 9 days ago
SG
Key Account Sales Manager
Smiths Group
Mississauga, ON
- Full-time
As a Sales Key Account Manager, you will directly manage the day-to-day account management responsibilities of one or more of Smiths Detections’ key customers. This role provides service…
Added 10 days ago
LF
Partenaire d’affaires, talents et culture (Bilingue) / Business Partner, Talent and Culture (Bilingual)
La Fromagerie Coopéerative St-Albert
ON · The Nation/La Nation, ON
- $75,000 to $90,000 CAD / year
- Full-time
· Support them in onboarding, engagement, development, recognition and retention.
Added 11 days ago
XI
Manager, Customer Intelligence
Xplore Inc
Markham, ON
- Full-time
We're looking for a Manager, Customer Intelligence, based in Markham office (2-3 days a week) to help build and operationalize Xplore's customer and market understanding, supporting the…
Added 11 days ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…
Added 11 days ago
R|
Clinical Research Coordinator – Endometriosis Research Program
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Contract
The Endometriosis Research Program at the Research Institute of the McGill University Health Centre conducts patient-oriented clinical and epidemiological research aimed at improving the…
Added 11 days ago
BC
Infection Control Professional (ICP)
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Reporting to the Manager of Infection Prevention and Control, the Infection Control Professional (ICP) will act as support with the ongoing implementation, development and…
Added 11 days ago
BC
Registered Nurse - Complex Care (C4)
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Clinical Manager, Medically Complex Care, the successful applicant will be responsible for comprehensive nursing care in the Medically Complex program and must meet the…
Added 11 days ago
K
Senior Manager, Loyalty and Digital
KFC
Vaughan, ON
- Full-time
Leverage data and insights to continuously optimize program performance and personalization.
Added 11 days ago
O
Client Success Services Program Manager
OpenText
Waterloo, ON
- Full-time
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…

OpenText

Client Success Services Program Manager

Waterloo, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 12, 2026
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 13, 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

Design, implement, and continuously improve scalable Client Success programs across the customer lifecycle, including onboarding, adoption, value realization, renewals, retention, and expansion. Lead cross-functional governance, optimize processes and digital engagement using automation and AI, and develop metrics, dashboards, and insights to improve client outcomes and organizational effectiveness.

Requirements

Requires 8+ years of experience in program management, customer success, customer experience, or SaaS operations, including 5+ years leading complex cross-functional initiatives with measurable outcomes. Candidates need deep knowledge of Customer Success operating models and metrics, strong executive and stakeholder influence, experience with relevant CRM and analytics platforms, and a bachelor's degree; an MBA and professional certifications are preferred or advantageous.

Skills

Program Management
Customer Success
Cross-Functional Leadership
Stakeholder Management
Executive Communication
Change Management
Customer Journey Design
Customer Adoption
Customer Retention
Renewal Management
Customer Health Frameworks
Data-Driven Decision-Making
Dashboard Development
Process Optimization
AI-Enabled Solutions
SaaS Operations

Visa sponsorship

Not detected in the job text

Keywords

Customer Success
Program Management
SaaS
Cloud Portfolio
Customer Lifecycle
Onboarding
Adoption
Value Realization
Retention
Renewals
Expansion
Customer Health
Net Revenue Retention
Customer Journey
Governance Models
Risk Management
Change Management
Automation
Artificial Intelligence
Digital Engagement
Gainsight
Salesforce
Microsoft Dynamics
Tableau
Power BI
Key Performance Indicators
Executive Dashboards
PMP
Agile

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