Omatic
via JazzHR
Senior Customer Success Manager
still open
verified 23h ago
posted 67d ago seen 1h ago
Apply at omatic.applytojob.com
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 23h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 67d ago
The date the source published, not the day we noticed it (2026-08-27). Last seen at its source 1h ago.
We have tracked this listing since 18 Oct 2026 (14 days). The employer's own board has carried it every time we have read it, most recently 1 hour ago.
Is it remote?
Remote
That is the location the employer filed this posting under. Quoted as written — we do not re-word the source's own location.
Who may apply?
Not stated
The description states no restriction of its own. This is the source's own tag.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
JazzHR employer's own board first seen 14d ago · last seen 1h ago
The listing
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
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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