Customer Adoption Manager (Remote)

About the Job

As a Customer Adoption Manager, you will serve as the primary point of contact and advocate for a specific strategic customer, focusing on implementation, adoption, and daily interactions. You will work closely with the customer to understand their business objectives and define success with Opal.

You will lead the engagement and implementation strategy for your assigned customer, ensuring they derive maximum value from Opal. Your role will involve proactive engagement, fostering strong relationships, and driving adoption through effective change management practices.

About You

You are a passionate professional with a strategic mindset and exceptional communication skills. You are dedicated to ensuring customer success through proactive engagement and are adept at driving adoption and usage of SaaS solutions.

About Opal

Opal is the platform where marketing comes together! Opal combines a visual calendar, project management capabilities, and a content platform - all tailored to what marketers and communicators need. Visit workwithopal.com to learn why Opal is trusted by leading brands including Target, Starbucks, General Motors, and many more!

Responsibilities

• Establish and maintain strong customer relationships to drive adoption and success.
• Lead customers through Opal's implementation process, ensuring they achieve desired outcomes.
• Develop and execute change management plans to drive continuous value and user retention.
• Serve as the Opal product expert, guiding customers to leverage platform functionalities effectively.
• Advocate for customer needs internally, collaborating with cross-functional teams (Education, Support, Sales, Product, Marketing).
• Improve internal processes for troubleshooting and resolving customer issues promptly.
• Utilize digital CRMs to manage customer information accurately and identify growth opportunities.
• Proactively address customer concerns to mitigate churn risks and identify expansion opportunities.
• Travel to visit customer(s) onsite, approximately 1x per quarter. 

Performance Metrics

• Customer Adoption Rate
• User Engagement and Adoption Metrics
• Customer Satisfaction and Net Promoter Score (NPS)

Skills, Experience, Knowledge

• 5+ years of experience in enterprise customer success or similar roles in SaaS, ideally in marketing technology.
• Proven track record of driving customer adoption and achieving retention goals.
• Strong analytical skills to correlate user data with business outcomes.
• Excellent project management skills and ability to prioritize effectively in a fast-paced environment.
• Deep understanding of marketing technology and competitive landscape.
• Exceptional communication skills, including presentations to diverse stakeholders.
• Experience working collaboratively across teams and cultures.

• Natural alignment with Opal’s Values: Open & Honest, Passionate, Accountable, Level-Up, Intentional, Teamwork, and Excellence

• Experience in working with/on marketing teams 

Education

• Undergraduate degree or equivalent experience required; advanced degree in a related field a plus

• Competitive, market-leading compensation package, including stock options
• 100% company-paid Medical/Rx, Dental, and Vision Insurance for employees (plus company-subsidized dependent coverage)
• Employer funded Health Savings Account (HSA) 
• Flexible Spending Accounts (FSA) for Health, Dependent Care, Commuter, Parking
• Company-paid Life/AD&D, Short and Long Term Disability Insurance (with voluntary buy up options)
• Pet Insurance for your furry friend
• Unlimited Paid Time Vacation, Paid Sick Time, and 21 Paid Company Holidays
• Paid Parental Leave & Back-to-Work Program
• 401(k) and Roth Retirement Plans
• Company-sponsored outreach & activity programs

Opal is an equal-opportunity employer and committed to creating an inclusive and diverse environment.  We believe a diverse workplace promotes innovation and enhances decision making.  We encourage applications from all qualified candidates and will consider all applicants without regard to race, color, religion, gender identity or expression, national origin, sexual orientation, disability, age, or veteran status.

Compensation Range: $90,000 - $100,000 base salary