Ometria

Customer Success Manager

• Own the renewal cycle for your book of business end to end, identifying risks early and resolving them before they escalate
• Build and maintain a clear picture of customer sentiment across all stakeholders — from end users to C-suite — and take action when something is off
• Act as a vocal internal advocate for your customers, coordinating cross-functional teams to resolve challenges quickly
• Keep leadership informed with timely, accurate updates on account health, risks and wins
• Own end-to-end commercial negotiations for renewals and expansions across a portfolio of high-value North American accounts, working within Ometria's pricing model
• Identify and close upsell opportunities that genuinely reflect value delivered
• Partner closely with the North American Sales team and leadership to pursue expansion opportunities and hit upsell ARR targets
• Develop genuine relationships with CMOs, CTOs, CEOs and marketing and technology leads across large, multi-stakeholder enterprise organisations
• Maintain multi-threaded engagement plans that anticipate where senior conversations are needed and ensure the right Ometrians are involved
• Deliver on commitments consistently — your clients should see you as a trusted partner, not just a vendor contact
• Become an expert in both the Ometria platform and the ecommerce and retail marketing landscape
• Lead Business Reviews, strategic marketing assessments and account planning sessions that connect platform outcomes to your clients' business goals
• Use retail intelligence, trends data and platform insights to make credible, forward-looking recommendations — particularly to senior commercial and marketing stakeholders at enterprise level
• Share your methodology and experience with team members, contributing to playbooks, account approaches and how we raise the bar on CS practice at Ometria
• Step in to support complex or escalated situations across the wider team when needed
• Provide thoughtful input to CS leadership on how we continue to improve as the team grows

Principal Customer Success Manager

Implementation Specialist

• Own enterprise project delivery end to end
• Lead onboarding and integration projects for complex North American enterprise accounts
• Create and maintain detailed project plans
• Proactively identify and manage risks
• Ensure every integration solves the client's agreed use cases
• Build and maintain strong relationships with technical and commercial stakeholders
• Lead client meetings with clear agendas
• Provide regular, accurate visibility on project status to leadership
• Act as the primary PS contact for North American teams
• Work closely with EMEA Professional Services team
• Take ownership of reviewing and improving delivery processes

Principal Customer Success Manager

Principal Client Onboarding & Implementation Manager

Principal Customer Success Manager