{"id":3438092,"url":"https://alion.io/job/omatic-software-senior-customer-success-manager-omatic","title":"Senior Customer Success Manager - Omatic","company":{"id":1920711,"name":"Omatic Software","domain":"omaticsoftware.com","url":"https://alion.io/company/omaticsoftware","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":76000,"max_usd":160000,"period":"year","method":"global_role_seniority_cell","sample_n":1466},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-29T04:02:13Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-29T08:59:32Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nWhat You Will Do:\nCustomer Relationship Management\nOwn 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.\nLead 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.\nServe as the senior voice of the customer within the organization, influencing how customer needs and concerns are prioritized and addressed at a strategic level.\nCustomer Experience Analysis and ImprovementOwn NPS and customer health reporting for a strategic book of business, translating data into actionable retention and growth strategies that are shared with leadership.\nProactively identify patterns across accounts - not just individual issues - and lead cross-functional initiatives to address systemic drivers of churn or low adoption.\nDesign and refine adoption strategies based on usage data and customer goals, ensuring the most complex accounts fully realize ROI from their Omatic investment.\nCross-Functional Collaboration & LeadershipAct as a strategic partner to Sales, Professional Services, Product, and Accounting - influencing roadmap prioritization, deal structuring, and account strategy based on deep customer insight.\nLead cross-selling and upselling motions for top-tier accounts, often owning the strategy and business case rather than simply flagging opportunities.\nMentor and coach junior CSMs, sharing account management expertise and modeling best practices for the broader team.\n Customer Retention and GrowthOwn renewal strategy and forecasting for a strategic account portfolio, taking accountability for retention and expansion targets (NRR/GRR contribution) at the individual book level.\nBuild and execute multi-year account plans that proactively address risk and identify growth opportunities well ahead of renewal cycles.\nProduct Knowledge and Industry AwarenessServe 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.\nProcess Improvement & Team ContributionLead the development of best practices, playbooks, and training materials for the Customer Success team, driving consistency and maturity across the function.\nPartner with CX leadership on strategic initiatives, including team structure, process design, and program development.\nAdditional ResponsibilitiesPartner with Professional Services on complex implementations as needed, leveraging deep process knowledge to support the highest-risk or highest-value projects.\nRepresent Customer Success in cross-functional or company-wide strategic initiatives as identified by CX leadership.\n What You Will Bring: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\nDemonstrated experience owning retention and expansion targets, with fluency in SaaS metrics (NRR, GRR, ARR, health scoring)\nProven ability to build trusted relationships with senior and executive-level stakeholders and to navigate complex organizational dynamics\nStrong track record of leading through ambiguity, exercising sound judgment, and making decisions with incomplete information\nExcellent written, verbal, and executive-level presentation skills\nExperience mentoring or informally leading other team members\nExceptional multitasking, prioritization, and project management skills across a demanding portfolio\nHigh level of enthusiasm, resilience, and a solutions-oriented mindset, even under pressure\nTrack record of consistently keeping commitments to customers, teammates, and leadership alike\nPosition can be remote or based at Omatic HQ in Mt. Pleasant, SC","description_format":"text","description_chars":4641,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Events & Ticketing","Professional Services","Nonprofits & Foundations"],"lifecycle":[{"event":"open","at":"2026-10-29T04:02:13Z"}],"visa":[],"liveness":{"score":95,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.946,"p_room":1,"age_days":0,"expected_fill_days":35,"reasons":["conf:1","urgency","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/omatic-software-senior-customer-success-manager-omatic","json_url":"https://alion.io/job/omatic-software-senior-customer-success-manager-omatic.json","meta":{"generated_at":"2026-10-29T10:26:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15839,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1920711},"rest":"https://alion.io/mcp/rest/get_company?id=1920711"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fomatic-software-senior-customer-success-manager-omatic"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fomatic-software-senior-customer-success-manager-omatic"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fomatic-software-senior-customer-success-manager-omatic"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/omatic-software-senior-customer-success-manager-omatic\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fomatic-software-senior-customer-success-manager-omatic"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3438092}},{"tool":"search_jobs","arguments":{"company":"omaticsoftware.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3438092},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}