Customer Success Manager (Remote)

Optima Customer Success Manager - TotalCare
Location: Remote Home Office
Reports to: VP, Customer Success

Optima Consulting is seeking a strategic, customer focused Customer Success Manager TotalCare to lead and continuously evolve our Application Management Services AMS program, Optima TotalCare. This role is responsible for delivering proactive support for enterprise platforms including SAP, OpenText and Custom Certified SAP-On Adds ensuring reliability, optimization, and long-term customer success.

The ideal candidate combines strong customer success leadership, operational discipline, and a modern service delivery mindset. This leader will leverage data, automation, and AI enabled tools where appropriate to improve support efficiency, reduce recurring incidents, and enhance customer outcomes.

If you thrive in a fast-paced consulting environment and are passionate about delivering exceptional service while continuously improving how support is delivered, this role is for you.

Customer and Program Management

• Own post-implementation customer relationships across SAP and OpenText platforms.
• Lead TotalCare AMS engagements ensuring SLA adherence, operational excellence, and continuous service improvement.
• Conduct onboarding, service health checks, and executive level service reviews.
• Track customer satisfaction, service health, and renewal opportunities.
• Leverage operational data and analytics to identify patterns in incidents, system performance, and support demand.

Service Delivery and Operations

• Promote consistent, high quality support practices across the TotalCare program.
• Use modern support tools, analytics, and AI assisted diagnostics to accelerate troubleshooting and root cause analysis when appropriate.
• Identify opportunities to automate recurring support tasks and improve knowledge sharing across the team.
• Train stakeholders on TotalCare processes, ticketing systems, and service delivery best practices.
• Deliver internal performance reporting and operational insights.
• Continuously improve service operations through process optimization, automation, and improved use of service data.
• Maintain internal documentation, service runbooks, and team enablement resources.

Ensure adherence to contractual obligations and service commitments.

• Monitor service delivery metrics and identify trends, risks, or opportunities for improvement.
• Maintain governance frameworks supporting consistent and reliable service delivery.

Sales Support

• Partner with Client Engagement Executive to scope, renew, and expand TotalCare engagements.
• Assist with program agreement development and contract management.
• Identify opportunities for service expansion based on customer needs and service insights.
• Support pre-sales discussions and contribute to TotalCare positioning materials.

Operational Performance: Customer Satisfaction: NPS and survey feedback

• Service Optimization: TotalCare contract renewal rate and full support of renewal efforts
• Operational Efficiency: Improved service delivery through better processes, automation, and intelligent use of support tools

An obsession with providing excellent, white-glove client service to Enterprise-Level clients

• 3 or more years of Application Management Services AMS, Customer Success, or service delivery management experience
• Experience managing global teams and enterprise customer relationships
• Experience leveraging service management tools, analytics, or AI assisted technologies to improve operational outcomes
• Working knowledge of SAP, OpenText, or enterprise IT ecosystems
• Bachelor’s degree in IT, Engineering, or related field
• ITIL Foundation certification strongly preferred
• PMP or CAPM certification considered a plus

As an SAP Gold Partner and pioneer in enterprise solutions, Optima ECM Consulting is trusted by some of the world’s top organizations. At Optima you will work in a flexible remote environment where you can help shape the future of enterprise application services while delivering meaningful impact for our clients. At Optima Consulting, we’ve built a comprehensive benefits package designed to support your health, happiness, and growth, inside and outside of work!

Have a passion for excellence – you always deliver quality work for your clients and each other, on time, and to the best of your ability. Win as a team – you can be a great teammate, mentor, and cheerleader to support your team.