Customer Success Manager

About this role

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, IN, 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