About the role
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 roadmap prioritization, deal structuring, and account strategy based on deep customer insight. * Lead cross-selling and upselling motions for top-tier accounts, often owning the strategy and business case rather than simply flagging opportunities. * Mentor and coach junior CSMs, sharing account management expertise and modeling best practices for the broader team.
Customer Retention and Growth * Own renewal strategy and forecasting for a strategic account portfolio, taking accountability for retention and expansion targets (NRR/GRR contribution) at the individual book level. * Build and execute multi-year account plans that proactively address risk and identify growth opportunities well ahead of renewal cycles.
Product Knowledge and Industry Awareness * Serve as a subject-matter expert on Omatic's solutions and the broader nonprofit/fundraising technology landscape, advising customers on strategic decisions tied to industry trends and competitive dynamics.
Process Improvement & Team Contribution * Lead the development of best practices, playbooks, and training materials for the Customer Success team, driving consistency and maturity across the function. * Partner with CX leadership on strategic initiatives, including team structure, process design, and program development.
Additional Responsibilities * Partner with Professional Services on complex implementations as needed, leveraging deep process knowledge to support the highest-risk or highest-value projects. * Represent Customer Success in cross-functional or company-wide strategic initiatives as identified by CX leadership.
What You Will Bring: * Bachelor's degree and 5+ years of experience in Customer Success or account management, with a strong track record managing strategic, complex, or enterprise-level accounts * Demonstrated experience owning retention and expansion targets, with fluency in SaaS metrics (NRR, GRR, ARR, health scoring) * Proven ability to build trusted relationships with senior and executive-level stakeholders and to navigate complex organizational dynamics * Strong track record of 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 across a demanding portfolio * High level of enthusiasm, resilience, and a solutions-oriented mindset, even under pressure * Track record of consistently keeping commitments to customers, teammates, and leadership alike * Position can be remote or based at Omatic HQ in Mt. Pleasant, SC
Originally posted on Himalayas