Serve as the primary strategic advisor and trusted partner for enterprise customers and drive AREA outcomes across your book of business
Develop and execute comprehensive success plans aligned to customer business objectives
Build and maintain executive relationships with sponsors, champions, and economic buyers
Translate business requirements into Omni use cases and value propositions
Drive strategic initiatives that span across customer organizations
Expand relationship footprint across lines of business to uncover new use cases
Synthesize and communicate customer feedback, feature requests, and product gaps
Influence product roadmap priorities by articulating customer business impact
Drive internal alignment on customer escalations and strategic initiatives
Identify and develop customer advocates and references
Coordinate customer success stories, case studies, and testimonials
Measure and communicate business value, ROI, and impact metrics
Lead renewal conversations and negotiations in partnership with Sales
Influence Net Dollar Retention (NDR) through strategic account growth

5+ years in enterprise Customer Success, Account Management, or Strategic Consulting roles within SaaS
Deep experience with data, analytics, or BI platforms (or comparable complex technical products)
Proven track record managing enterprise accounts ($100k+ ARR)
Demonstrated success driving GRR, NDR, and expansion in previous roles
Outstanding executive presence and communication skills (written and verbal)
Ability to translate technical concepts into business value
Persuasive and articulate when advocating for customer needs internally
Skilled at leading difficult conversations and negotiations
Experience delivering impactful QBRs and executive presentations

Customer Success Manager

Key skills