Senior Customer Success Manager

Omatic; Columbia (SC); Remote; USD 110,000 - 140,000; Full time

Job summary

Omatic is seeking a Senior Customer Success Manager to own and grow strategic enterprise accounts. You will serve as a trusted advisor to senior stakeholders, drive renewal strategies, and shape long-term account plans.

You will collaborate across Sales, Professional Services, Product, and Accounting to maximize ROI and adoption of Omatic solutions. You will own NPS and health reporting, translate data into retention and growth actions, and mentor junior CSMs while guiding cross-functional

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• 5+ years in Customer Success or account management.
• Proven ability to manage strategic, complex accounts and relationships at senior levels.
• Experience with SaaS metrics (NRR, GRR, ARR, health scoring).
• Mentoring or coaching others is a plus.

Responsibilities

• Own and grow a portfolio of enterprise accounts, advising senior stakeholders.
• Lead high-stakes escalations end-to-end and coordinate across departments.
• Act as strategic partner to Sales, Professional Services, Product, and Accounting.
• Own renewal strategy and forecasting for a strategic book.
• Serve as subject-matter expert on Omatic solutions and nonprofit tech.
• Lead development of best practices and training for CX team.
• Partner with Professional Services on complex implementations.

Skills

Customer success

Account management

Executive communication

Relationship building

Mentorship

Education

Bachelor's degree

Job description

The Senior Customer Success Manager (Sr CSM) isa key member of our Customer Experience team and isresponsible for developingand supporting astrong sense of partnership betweenOmaticandour top customers.The ideal Sr CSM is a friendly,proactivecommunicator who can quickly apply critical thinking to solve unexpected challenges.The Sr CSMis an extension of his/her customer’s team, helping them to drive their desired outcomes while maximizing the value of theirOmaticsolution(s)and is atrustedpartnerwithinternalOmaticteamsto 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 accountsDemonstrated 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 dynamicsStrong track record of leading through ambiguity, exercising sound judgment, and making decisions with incomplete informationExcellent written, verbal, and executive-level presentation skillsExperience mentoring or informally leading other team membersExceptional multitasking, prioritization, and project management skills across a demanding portfolioHigh level of enthusiasm, resilience, and a solutions-oriented mindset, even under pressureTrack record of consistently keeping commitments to customers, teammates, and leadership alike.

Position can be remote or based at Omatic HQ in Mt. Pleasant, SC