Senior Customer Success Manager

Omatic is seeking a Senior Customer Success Manager to strengthen partnerships with its most strategic customers. The role owns enterprise account relationships, retention and expansion strategies, customer health analysis, escalations, cross-functional initiatives, and mentoring within the Customer Success team.

Responsibilities:

• 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

Requirements:

• 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