Manager, Customer Success

Omnissa is the first AI-driven digital work platform, built to support flexible, secure, work-from anywhere experiences. The Manager of Customer Success will lead and manage the Customer Success team, focusing on customer engagement strategies and driving key metrics such as retention and satisfaction while collaborating with cross-functional teams.

Responsibilities:

• Lead the customer success strategy, focusing on driving customer adoption, retention, and expansion
• Manage and mentor a team of Customer Success Managers (CSMs), providing guidance on account management, onboarding, and customer retention
• Develop strategies to reduce churn and increase customer retention
• Identify and drive upsell, cross-sell, and expansion opportunities within the existing customer base, working closely with the sales team
• Act as the voice of the customer within the company, ensuring customer needs and feedback are communicated across product, sales, and marketing teams
• Implement scalable processes and systems for customer success, including onboarding, training, and ongoing account management
• Continuously improve these processes to optimize customer experiences and operational efficiency
• Own and monitor key performance indicators (KPIs) related to customer success
• Use data-driven insights to identify risks and opportunities
• Collaborate with product, marketing, and sales teams to align customer success initiatives with product features, marketing campaigns, and sales targets
• Provide regular reports and insights to senior leadership on customer health, retention forecasts, and growth opportunities
• Present customer success metrics and strategies to the executive team

Requirements:

• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS company, with at least 3-5 years in a leadership position
• Proven track record of driving customer retention, satisfaction, and revenue growth in a SaaS environment
• Strong understanding of SaaS metrics, customer lifecycle management, and best practices in customer success, onboarding, and adoption strategies
• Excellent leadership and people management skills with experience leading, developing, and scaling a high-performing customer success team
• Data-driven mindset with experience analyzing customer success metrics and using insights to make strategic decisions
• Outstanding communication, interpersonal, and relationship-building skills
• Proficiency with customer success platforms and CRM systems
• Bachelor's degree preferred, or equivalent combination of education and relevant professional experience