Senior Customer Success Manager
New
O
OmaticSaaS, Nonprofit Tech
United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementCustomer SuccessAccount Management
Requirements
- Bachelor's degree.
- 5+ years of experience in Customer Success or account management managing strategic or enterprise-level accounts.
- Demonstrated experience owning retention and expansion targets (NRR, GRR, ARR).
- Fluency in SaaS metrics and health scoring.
- Proven ability to build relationships with senior and executive-level stakeholders.
- Experience navigating complex organizational dynamics.
- Track record of leading through ambiguity and making decisions with incomplete information.
- Excellent written, verbal, and executive-level presentation skills.
- Experience mentoring or informally leading team members.
- Strong multitasking, prioritization, and project management skills.
Responsibilities
- Own and grow a portfolio of strategic enterprise accounts, serving as a trusted advisor to executive-level stakeholders.
- Lead high-stakes account escalations and coordinate resolution paths across departments.
- Analyze NPS and customer health data to develop actionable retention and growth strategies.
- Identify systemic drivers of churn and lead cross-functional initiatives to improve adoption.
- Partner with Sales, Product, and Professional Services to influence product roadmaps and deal structuring.
- Manage renewal forecasting and build multi-year account plans to identify growth opportunities.
- Mentor and coach junior Customer Success Managers on best practices.
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