Job description

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

Requirements

Must-haves

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.
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.
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

Nice-to-haves

None flagged.

Application prep

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Platform: jazzhr
Effort: medium