At Opkey, we are disrupting the space of ERP transformation testing by building an AI-powered No Code Testing platform for Enterprise business applications (like Oracle Fusion Cloud, SAP S4Hana, SAP, Workday, Salesforce, and the likes).

Opkey is a fast-growing VC-backed continuous end to end test automation software company headquartered in Dublin, California, with additional offices in Pittsburgh (opened in 2022), NYC (opened in 2022), & India (Noida & Bangalore).

With the test automation market growing 20% annually, it's estimated to reach $50 billion by 2026.

Trusted by 250+ enterprise customers, including GAP, Pfizer, and KPMG.

Key Responsibilities:

- Own the renewal process for an assigned portfolio of customers, maintaining a high renewal rate and minimizing churn.

- Develop and execute strategic account plans focused on value realization, adoption, and successful renewals.

- Proactively identify at-risk accounts and implement targeted intervention strategies.

- Conduct regular business reviews to demonstrate ROI and reinforce the value proposition.

- Monitor product usage metrics to drive adoption and identify expansion opportunities.

- Serve as the voice of the customer to internal teams, sharing feedback to improve products and processes.

- Maintain accurate customer data and forecasts in CRM and CS platforms.

Technical Skills:

- Strong understanding of SaaS business models and metrics (ARR, churn, NRR)

- Proficiency with customer success platforms is a plus

- Data analysis capabilities to track customer health and usage metrics

- Basic technical aptitude to understand product functionality and integrations

- Experience with CRM systems like Hubspot/Salesforce

Strategic Skills:

- Relationship building

- Proactive problem-solving and risk identification

- Understanding customer business objectives and ROI drivers

- Ability to create and execute customer success plans

- Experience in driving product adoption and value realization

Communication Skills:

- Excellent presentation abilities for customer meetings and QBRs

- Clear written communication for emails and documentation

- Ability to explain technical concepts to non-technical users

- Cross-functional collaboration with product, support, and sales teams

Project Management:

- Managing multiple customer accounts simultaneously

- Coordinating customer onboarding and implementation

- Setting and tracking customer goals and milestones

- Time management and prioritization

- Change management experience

Business Acumen:

- Understanding of customer's industry and business challenges

- Ability to identify upsell and expansion opportunities

- Experience in handling contract renewals

- Knowledge of customer success metrics and KPIs

- ROI analysis and business case development

Qualifications:

- 8+ years of customer success or related experience, preferably in a Product SaaS environment.

- Proven track record of achieving renewal targets and growing customer accounts

- Strong understanding of customer success metrics and renewal processes

- Excellent communication, presentation, and negotiation skills

- Data-driven approach to problem-solving and decision-making

- Experience with CRM systems and customer success platforms

- Bachelor's/Master's degree or equivalent experience