Senior CSM (Remote) - Strategic Partner

Socket.dev; Salt Lake City (UT); Remote; USD 90,000 - 130,000; Full time

Job summary

Omnicell is seeking a Senior Customer Success Manager to serve as a trusted advisor for strategic customers while driving adoption and measurable outcomes. This remote role emphasizes data-driven value discussions, renewal planning, and cross-functional collaboration to maximize software and services impact.

You will partner with Sales, Product, Support, and Professional Services to align goals, remove obstacles, and ensure long-term customer success across healthcare settings.

Qualifications

• Bachelor’s degree or equivalent experience in healthcare technology, clinical support, or pharmacy operations.
• At least 6 years in a customer-facing role driving operational improvements and supporting adoption of technology in complex healthcare settings.
• Proven track record of overseeing multiple client engagements simultaneously with strong prioritization and organizational skills.

Responsibilities

• Serve as a trusted advisor to assigned customers by building strong, long-term relationships and understanding their business needs to deliver a best-in-class customer experience.
• Leverage data-driven insights to craft and present actionable recommendations during value meetings, highlighting areas for improvement and reinforcing the value of Omnicell’s solutions.
• Lead escalation management processes with professionalism and urgency, ensuring accountability across all parties while maintaining a balance between customer advocacy and business needs.
• Act as a strategic liaison between customers and internal teams to coordinate resources and remove obstacles to product adoption.
• Continuously assess and validate customer outcomes through direct conversations, analysis of customer health metrics, and structured success feedback sessions.
• Develop and implement Joint Success Plans with customers, defining measurable goals that support their strategic objectives.
• Provide critical insights and field experience to cross-functional teams to inform decisions and drive impactful customer outcomes.
• Display strong business acumen with a consultative approach; capable of linking product value to customer KPIs and strategic goals.
• Develop and implement renewal processes to ensure customer satisfaction with subscription-based services.
• Demonstrated ability to deliver compelling customer testimonials with significant business impact displaying trust partner status.
• Strong executive presence with the ability to build trust and credibility in high-stakes conversations.

Skills

Customer relationships

Data-driven insights

Escalation management

Cross-functional liaison

Executive presence

Renewal strategy

Education

Bachelor’s degree or equivalent experience in healthcare technology, clinical support, or pharmacy operations

Job description

Omnicell is seeking a Senior Customer Success Manager to serve as a trusted advisor for strategic customers while driving adoption and measurable outcomes. This remote role emphasizes data-driven value discussions, renewal planning, and cross-functional collaboration to maximize software and services impact.

You will partner with Sales, Product, Support, and Professional Services to align goals, remove obstacles, and ensure long-term customer success across healthcare settings.