Senior Customer Success Manager

🔥 20 minutes ago

🌴 South Carolina – Remote

🌴 South Carolina – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Omatic

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2002

💰 Private Equity Round on 2016-07

With over 80% of Nonprofit organizations leveraging 4+ cloud solutions today, the need for an integration solution uniquely tailored for Nonprofits has never been greater. Omatic solutions are purpose-built using the direct feedback of our 3,000+ social good clients.

📋 Description

• Own and grow a portfolio of strategic and complex enterprise accounts • Serve as a trusted advisor to senior and executive-level customer stakeholders • Lead high-stakes account escalations and coordinate cross-departmental resolution efforts • Represent the customer voice within Omatic and influence strategic prioritization • Own NPS and customer health reporting and translate data into retention and growth strategies • Identify systemic drivers of churn or low adoption and lead cross-functional improvement initiatives • Design adoption strategies using usage data and customer goals • Partner strategically with Sales, Professional Services, Product, and Accounting • Lead cross-selling and upselling motions for top-tier accounts • Mentor and coach junior Customer Success Managers • Own renewal strategy, forecasting, retention, and expansion targets • Build and execute multi-year account plans • Advise customers on Omatic solutions and the nonprofit/fundraising technology landscape • Develop Customer Success best practices, playbooks, and training materials • Partner with CX leadership on team structure, process design, and program development • Support complex implementations with Professional Services • Represent Customer Success in cross-functional and company-wide strategic initiatives

🎯 Requirements

• Bachelor's degree • 5+ years of experience in Customer Success or account management • Strong track record managing strategic, complex, or enterprise-level accounts • Demonstrated experience owning retention and expansion targets • Fluency in SaaS metrics, including NRR, GRR, ARR, and health scoring • Ability to build trusted relationships with senior and executive-level stakeholders • Ability to navigate complex organizational dynamics • Experience leading through ambiguity, exercising sound judgment, and making decisions with incomplete information • Excellent written, verbal, and executive-level presentation skills • Experience mentoring or informally leading other team members • Exceptional multitasking, prioritization, and project management skills • High enthusiasm, resilience, and solutions-oriented mindset • Track record of consistently keeping commitments to customers, teammates, and leadership

🏖️ Benefits

• Remote work option or ability to work at Omatic HQ • Opportunity to work for a cloud-based data health and integration platform serving non-profits • Fun, energetic, and lively company culture • Professional growth through mentoring, coaching, and strategic initiatives

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