Senior Customer Success Manager

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 sh