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Senior Customer Success Manager
Job Location:
Job Location:
Mount Pleasant, TX - USA
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
29 August 2026 (Yesterday)
Posted:
Application Deadline:
26 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
The Senior Customer Success Manager (Sr CSM) isa key member of our Customer Experience team and isresponsible for developingand supporting astrong sense of partnership betweenOmaticandour top ideal Sr CSM is a friendlyproactivecommunicator who can quickly apply critical thinking to solve unexpected Sr CSMis an extension of his/her customers team helping them to drive their desired outcomes while maximizing the value of theirOmaticsolution(s)and is atrustedpartnerwithinternalOmaticteamsto ensure the voice of the customer is represented in all that we do.
What You Will Do:
Customer Relationship Management
What You Will Do:
Customer Relationship Management
- Own and grow a portfolio of the organizations 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 Omatics 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.
- Bachelors 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
- Position can be remote or based at Omatic HQ in Mt. Pleasant SC
Required Experience:
Senior IC
About Company
Data integration company, Omatic Software is a top vendor for nonprofit organizations all over the world! Click here or call 888-662-8426 to learn how our nonprofit database software can help your organization import, export, manage and analyze data!
