Customer Success Manager

Job Description

At Opkey, we are disrupting the space of ERP transformation testing by building an AI-powered No Code Testing platform for Enterprise business applications (like Oracle Fusion Cloud, SAP S4Hana, SAP, Workday, Salesforce, and the likes). Opkey is a fast-growing VC-backed continuous end to end test automation software company headquartered in Dublin, California, with additional offices in Pittsburgh (opened in 2022), NYC (opened in 2022), & India (Noida & Bangalore). With the test automation market growing 20% annually, its estimated to reach $50 billion by 2026. Trusted by 250+ enterprise customers, including GAP, Pfizer, and KPMG. Key Responsibilities: Own the renewal process for an assigned portfolio of customers, maintaining a high renewal rate and minimizing churn Develop and execute strategic account plans focused on value realization, adoption, and successful renewals Proactively identify at-risk accounts and implement targeted intervention strategies Conduct regular business reviews to demonstrate ROI and reinforce the value proposition Monitor product usage metrics to drive adoption and identify expansion opportunities Serve as the voice of the customer to internal teams, sharing feedback to improve products and processes Maintain accurate customer data and forecasts in CRM and CS platforms Technical Skills: Strong understanding of SaaS business models and metrics (ARR, churn, NRR) Proficiency with customer success platforms is a plus Data analysis capabilities to track customer health and usage metrics Basic technical aptitude to understand product functionality and integrations Experience with CRM systems like Hubspot/Salesforce Strategic Skills: Relationship building Proactive problem-solving and risk identification Understanding customer business objectives and ROI drivers Ability to create and execute customer success plans Experience in driving product adoption and value realization Communication Skills: Excellent presentation abilities for customer meetings and QBRs Clear written communication for emails and documentation Ability to explain technical concepts to non-technical users Cross-functional collaboration with product, support, and sales teams Project Management: Managing multiple customer accounts simultaneously Coordinating customer onboarding and implementation Setting and tracking customer goals and milestones Time management and prioritization Change management experience Business Acumen: Understanding of customers industry and business challenges Ability to identify upsell and expansion opportunities Experience in handling contract renewals Knowledge of customer success metrics and KPIs ROI analysis and business case development Qualifications: 7-10 years of customer success or related experience, preferably in a Product SaaS environment Proven track record of achieving renewal targets and growing customer accounts Strong understanding of customer success metrics and renewal processes Excellent communication, presentation, and negotiation skills Data-driven approach to problem-solving and decision-making Experience with CRM systems and customer success platforms Bachelors degree or equivalent experience