Customer Success Manager

About us Opus is the leading mobile-first training platform for restaurant & hospitality staff. We are a team of service industry veterans + tech professionals on a mission to create a world where every frontline worker has a good job. About the Role Customer Success is core to how Opus wins and retains customers — and how we make sure every person who uses Opus, from executives to frontline employees, gets real value from it. As a Customer Success Manager, you’ll guide and advise customers, drive adoption, and help them turn Opus into a tool their teams actually use. You'll lead onboarding and run ongoing check-ins and renewals, use data to proactively spot risk and opportunity, and help build the processes that let the CS team deliver a consistent experience as we grow. What You'll Own Customer Onboarding & Adoption Lead customer onboarding, implementation, and training calls Build relationships with key contacts and guide customers through core workflows so the platform becomes part of how they operate, not just something they signed up for. Account Health & Customer Outcomes Run regular check-ins and monitor usage data to stay ahead of issues, track progress against goals, and spot expansion opportunities. Partner with customers to define success metrics and build clear, measurable plans to achieve their goals Define and track the key signals that indicate customer health (adoption, engagement, admin activity, manager participation, and program outcomes) and turn those signals into a clear point of view and action plan Own the renewal process by surfacing risks early, documenting value delivered, and making sure the right stakeholders are aligned well before the renewal date. Build relationships across multiple levels of each account so you are never dependent on a single contact to keep things moving. Lead quarterly and biannual strategic planning sessions to align on goals, roadmap, milestones, and measurable outcomes Collaboration & Process Improvement Surface insights and feedback that improve customer outcomes and inform internal priorities Help build and improve the playbooks, templates, and workflows the CS team runs on, including contributing to what does not exist yet. Support & Troubleshooting Respond to inbound questions and issues from platform users across email, phone, and chat, and resolve or route them within agreed response times. Troubleshoot technical issues and work with internal teams to get them resolved quickly, keeping customers informed throughout. Join a shared on-call rotation for urgent off-hour issues, currently shared across the full CS team Who You Are Customer-first and consultative — you build trust quickly and know how to balance understanding with clear guidance Proactive and outcomes-driven — you anticipate concerns, identify risks early, and take ownership through resolution Structured and detail-oriented — you stay organized across many accounts and communicate clearly across stakeholders Collaborative — you work effectively across teams to solve problems and improve the customer experience AI-native — you're comfortable working in a fast-moving environment and use AI tools as a natural part of how you work Qualifications 3+ years in Customer Success, Relationship Management, Account Management, or a similar role in B2B SaaS Experience building and maintaining stakeholder relationships while working to mitigate churn and drive engagement Experience supporting customers with multiple units and stakeholders within an organization Exceptional communication skills; highly organized, collaborative, and detail oriented Experience working in a hospitality environment is a plus Why Join Opus Training You'll have the opportunity to make a significant impact on a growing business that's transforming how the service industry develop their most valuable asset – their people. Your work will directly influence how effectively we communicate our value to the market and how successfully we grow our customer base. Location Remote, but must be based in the following states: NY, NJ, PA, FL, NC, TX, CA) Perks 4 weeks paid time off 14 weeks paid parental Full Medical, Dental, and Vision FSA and Commuter benefits Yearly wellness stipend Mobile phone stipend *Background Check Requirement: As part of our commitment to SOC 2 compliance, all final candidates will be required to successfully complete a background check prior to employment