Senior Customer Success Manager

The Senior Customer Success Manager (Sr CSM) is a key member of our Customer Experience team and is responsible for developing and supporting a strong sense of partnership between Omatic and our top customers.

The ideal Sr CSM is a friendly, proactive communicator who can quickly apply critical thinking to solve unexpected challenges.

The Sr CSM is an extension of his/her customer’s team, helping them to drive their desired outcomes while maximizing the value of their Omatic solution(s) and is a trusted partner with internal Omatic teams to ensure the voice of the customer is represented in all that we do.

What You Will Do

Customer Relationship Management Own and grow a portfolio of the organization's most strategic and complex enterprise accounts, serving as a trusted advisor to senior and executive-level stakeholders and shaping long-term account strategy rather than just managing day-to-day needs.

Lead high-stakes account escalations end-to-end, exercising independent judgment to determine resolution paths and coordinating across departments — including at the executive level when necessary — to protect key relationships.

Serve as the senior voice of the customer within the organization, influencing how customer needs and concerns are prioritized and addressed at a strategic level.

Customer Experience Analysis and Improvement Own NPS and customer health reporting for a strategic book of business, translating data into actionable retention and growth strategies that are shared with leadership.

Proactively identify patterns across accounts — not just individual issues — and lead cross-functional initiatives to address systemic drivers of churn or low adoption.

Design and refine adoption strategies based on usage data and customer goals, ensuring the most complex accounts fully realize ROI from their Omatic investment. Cross-Functional Collaboration & Leadership Act as a strategic partner to Sales, Professional Services, Product, and Accounting — influencing roadma