Senior Enterprise Customer Success Lead (Remote)

Omatic; Mount Pleasant (SC); On-site; USD 110,000 - 140,000; Full time

Job summary

Omatic seeks a Senior Customer Success Manager to be a key member of the Customer Experience team. You will own and grow a portfolio of strategic enterprise accounts, serving as a trusted advisor to senior stakeholders and shaping long-term account strategy.

You will lead cross-functional initiatives, manage renewal and expansion targets, mentor junior CSMs, and collaborate with Sales, Professional Services, Product, and Accounting to ensure customers achieveROI and voice of the customer is

Qualifications

• Bachelor's degree and 5+ years in Customer Success or account management.
• Proven track record managing strategic, complex, or enterprise accounts.
• Fluency in SaaS metrics (NRR, GRR, ARR) and health scoring.
• Ability to build trusted relationships with senior stakeholders and navigate complex organizational dynamics.

Responsibilities

• Own and grow a portfolio of strategic enterprise accounts.
• Lead cross-functional escalations to protect key relationships.
• Serve as the senior voice of the customer within the organization.
• Own NPS and health reporting for a strategic book, translating data into retention strategies.
• Identify patterns across accounts and lead cross-functional initiatives to address churn or low adoption.
• Design adoption strategies to realize ROI for Omatic investments.
• Collaborate with Sales, Professional Services, Product, and Accounting on strategy and roadmap.
• Lead cross-selling and upselling motions for top-tier accounts.
• Mentor and coach junior CSMs and share best practices.

Skills

Customer relationship management

Account management

Cross-functional collaboration

Data-driven decision making

Excellent communication

Mentoring juniors

SaaS metrics (NRR, GRR, ARR)

Education

Bachelor's degree

Job description

Omatic seeks a Senior Customer Success Manager to be a key member of the Customer Experience team. You will own and grow a portfolio of strategic enterprise accounts, serving as a trusted advisor to senior stakeholders and shaping long-term account strategy.

You will lead cross-functional initiatives, manage renewal and expansion targets, mentor junior CSMs, and collaborate with Sales, Professional Services, Product, and Accounting to ensure customers achieveROI and voice of the customer is