Senior Customer Success Manager

Omatic; Northern (KY); Hybrid; USD 110,000 - 160,000; Full time

Job summary

Omatic is seeking a Senior Customer Success Manager to partner with our top enterprise customers, driving retention and expansion while representing the voice of the customer across the organization.

You will own strategic account plans, lead cross-functional collaboration, and mentor a growing team. The role can be remote or based at Omatic HQ in Mt. Pleasant, SC, focusing on optimizing ROI and long-term success for nonprofits and fundraisers leveraging Omatic solutions.

Qualifications

• Demonstrated experience managing strategic, enterprise-level accounts.
• Strong understanding of SaaS metrics (NRR, GRR, ARR) and health scoring.
• Proven ability to influence senior stakeholders and lead cross-functional efforts.

Responsibilities

• Own and grow a portfolio of strategic enterprise accounts with senior stakeholders.
• Lead high-stakes account escalations end-to-end across departments to protect relationships.
• Be the senior voice of the customer, influencing prioritization at a strategic level.
• Own NPS and health reporting, translating data into retention and growth strategies.
• Design adoption strategies to maximize ROI from Omatic solutions.
• Partner with Sales, Professional Services, Product, and Accounting to influence roadmaps.
• Mentor junior CSMs and contribute to best practices for the team.
• Own renewal strategy and forecasting for your account portfolio.

Skills

Strategic account management

SaaS metrics literacy (NRR/GRR/ARR)

Executive stakeholder management

Cross-functional collaboration

Mentoring or coaching teammates

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 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