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