Customer Success Manager

Omni is a business intelligence and embedded analytics platform that helps customers explore, understand, and act on data. As a Strategic Customer Success Manager, you'll serve as the primary business and strategic advisor for Omni's largest enterprise customers, driving business outcomes and ensuring customers achieve ROI with Omni.

Responsibilities:

• 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

Requirements:

• 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
• Experience partnering with Technical Account Managers or Solutions Architects
• Background in management consulting or strategic advisory roles
• Track record of influencing product roadmaps based on customer feedback
• Familiarity with modern data stack technologies and architectures
• Experience in hyper-growth SaaS environments