Job Description

Opkey is seeking a Customer Success Manager (CSM) to join our growing US team and help us drive world-class customer experiences across our expanding SaaS customer base.

You will own a portfolio of strategic accounts, ensuring our customers achieve their goals, realize maximum value from our products, and renew with confidence.

The Role

As a Customer Success Manager (US) , you will be responsible for managing renewals, driving adoption, and identifying expansion opportunities across your portfolio. You will work cross-functionally to ensure customers are achieving their desired outcomes and fully realizing the value of Opkeys products.

What Youll Do

• Own the renewal and upsell targets for your book of business while keeping churn below 5% and renewals above 95%
• Build and execute strategic account plans focused on adoption, ROI, and retention
• Conduct regular QBRs and ROI reviews with the team internally and clients externally to reinforce value and deepen engagement
• Monitor product usage, adoption trends, and customer health metrics to anticipate risk and opportunity
• Proactively manage at-risk accounts and build tailored intervention strategies
• Collaborate closely with Sales, Product, Presales, Delivery, Support, and Marketing
• Identify and lead upsell, cross-sell, and account expansion initiatives
• Represent the voice of the customer internally by sharing feedback to improve product, CX, and roadmap decisions
• Maintain clean and updated customer data in CRM and CS platforms such as HubSpot, Salesforce, and Freshdesk
• Track and report on KPIs including NRR, GRR, churn, and CSAT

What Were Looking For

• 10+ years of experience in Customer Success or Account Management, preferably in a SaaS environment
• Proven track record of achieving high renewal rates and driving expansion revenue
• Deep understanding of SaaS success metrics such as ARR, GRR, NRR, churn, upsell, and MEDDPICC
• Strong communication and presentation skills with the ability to lead executive conversations
• Strategic thinker who can tie product value to business outcomes
• Highly organized, self-directed, and accountable with strong follow-through
• Strong working knowledge of CRM and CS platforms such as Salesforce, HubSpot, Gainsight, Totango, or Freshdesk
• Experience supporting enterprise or mid-market customers using platforms like Oracle or Workday
• Ability to influence cross-functionally, manage multiple priorities, and drive action across teams

Why Opkey

• Fast-growing global SaaS platform backed by top investors
• Collaborative and high-ownership team culture
• Strong product-market fit with enterprise customers
• Remote flexibility and visibility to leadership
• Big opportunities to make an impact and grow

Equal Opportunity at Opkey

At Opkey, were building a team as diverse and dynamic as the customers we serve. Were proud to be an equal opportunity employer, and we welcome candidates of all backgrounds, experiences, and perspectives. We do not discriminate based on race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status.

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