Oomnitza

Customer Success Manager

• Own and nurture customer relationships, serving as the primary point of contact to ensure customer satisfaction and long-term engagement.
• Drive gross revenue retention by proactively managing an assigned book of business and identifying churn risks early.
• Increase product adoption and value realization, ensuring customers fully leverage the platform’s features to meet their business objectives.
• Identify expansion opportunities, working closely with sales and account teams to grow accounts through upsell and cross-sell initiatives.
• Lead executive business reviews (EBRs), presenting progress, ROI, and strategic recommendations to senior stakeholders.
• Develop and maintain Customer Success Plans, aligning customer goals with measurable outcomes and tracking progress over time.
• Share best practices and thought leadership, guiding customers on industry trends and optimal product use.
• Deliver ongoing product education, including new feature announcements and enablement sessions to drive continued adoption.
• Act as the voice of the customer, gathering feedback and advocating internally to influence roadmap, features, and support.
• Collaborate cross-functionally with sales, product, and support teams to ensure a seamless customer experience.