Customer Success Manager

At Opkey, we empower enterprises to unlock the full potential of their ERP investments with cutting-edge, agentic AI-powered automation. Our intelligent platform delivers continuous assurance across the entire ERP lifecycle—from initial deployment to day-to-day operations and long-term digital transformation. By eliminating manual errors, accelerating testing cycles, and ensuring seamless adoption of critical updates, Opkey helps organizations modernize with confidence and agility.

Trusted by over 250 global enterprises, we reduce risk, drive efficiency, cut costs, and fast-track innovation—so businesses can focus on what they do best: growing and evolving in a dynamic digital world.

Position Summary

Opkey is seeking a Customer Success Manager (CSM) to join our growing U.S. team and drive world-class customer experiences across our expanding SaaS client base. This role is ideal for someone who understands that customer success is revenue-driving work—built on trust, communication, and demonstrated value.

The CSM will own a portfolio of strategic accounts, ensuring customers achieve their goals, realize maximum ROI, and renew with confidence. You’ll work cross-functionally with Sales, Product, Delivery, and Support teams, playing a critical role in customer retention and account growth.

Key Responsibilities

• Manage renewals and expansion for your book of business with <5% churn and >95% renewal rate.
• Build and execute account plans focused on adoption, ROI, and retention.
• Conduct QBRs and ROI reviews to reinforce value and deepen engagement.
• Monitor product usage, adoption trends, and customer health indicators.
• Identify at‑risk accounts and develop customized intervention strategies.
• Collaborate cross‑functionally to align on goals and outcomes.
• Lead upsell, cross‑sell, and expansion opportunities in partnership with Sales.
• Serve as the voice of the customer to improve product and customer experience.
• Maintain accurate customer records in CRM and CS tools (HubSpot, Salesforce, Freshdesk).
• Track and report key KPIs: NRR, GRR, churn, CSAT.

Typical Daily Activities

• Conduct check‑ins to realign customer adoption plans.
• Analyze dashboards to identify expansion or risk signals.
• Lead a QBR with key stakeholders showcasing ROI impact.
• Collaborate with Product on new feedback or feature rollout.
• Partner with Sales to plan upsell strategies or renewals.
• Resolve escalated support issues and follow up promptly.
• Update Salesforce/HubSpot with forecast notes and next steps.
• Guide customers through new releases or feature training.
• Prepare renewal proposals grounded in realized business value.

Qualifications

• 10+ years in Customer Success or Account Management in a SaaS environment.
• Strong record of exceeding retention and expansion targets.
• Expertise in SaaS metrics: ARR, GRR, NRR, churn, upsell, MEDDPICC.
• Excellent communication and executive presentation skills.
• Strategic thinker with strong business acumen and value selling.
• Self‑starter with excellent organization and follow‑through.
• Proficient in Salesforce, HubSpot, Gainsight, Totango, or Freshdesk.
• Experience supporting enterprise or mid‑market ERP clients (Oracle, Workday).
• Ability to manage competing priorities and influence cross‑functional teams.

Why Join Opkey

• Fast‑growing global SaaS platform backed by leading investors.
• High‑ownership, collaborative team culture.
• Strong product‑market fit with enterprise customers.
• Remote work flexibility and visibility with leadership.
• Meaningful impact and significant growth opportunity.

This role will work out of Dallas, TX, or Pittsburgh PA area office, and travel 20-30% of the time.

Equal Opportunity at Opkey

Opkey is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. All employment decisions are based on qualifications, merit, and business need.