Customer Success Manager (Remote Position)

Omnigo Software LLC•Maryland Heights, MO

2h•Remote

About The Position

The Customer Success team is responsible for the relationship between Omnigo and its customers. This critical function focuses on engaging with customers to drive adoption and demonstrate ongoing value, ensuring high customer retention. The Customer Success Manager is a key member of the organization, acting as the overall facilitator for customer communications and ultimately owning the account relationship. This role involves working with customers to understand, manage, and assist with day-to-day business needs by serving as a single point of contact and coordinating with all other Omnigo business functions as required.

Requirements

2+ Years in a customer-facing or Customer Success role within an enterprise software or software-as-a-service organization
A passion for Customer Engagement and service mentality
Proven record of creating and maintaining business partnerships and relationships, “do-er” mentality with a hands-on, passionate, curious, empathetic approach, and the grit to get things done
Results-driven and proven ability to meet or exceed quotas
Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment
Excellent oral and written communication skills
Must be proficient in PowerPoint and comfortable presenting to all levels of an organization
Highly organized with the ability to work independently and be accountable for results with minimal supervision

Nice To Haves

Experience with the annual renewal process is preferred
Experience with Salesforce or a similar CRM tool and Gainsight or a similar Customer Success tool preferred
Gaming, Security and Surveillance or Public Safety experience welcomed

Responsibilities

Drive retention and growth for our customers by understanding their business needs and helping them succeed
Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
Account owner for named accounts that will coordinate and facilitate across all business functions within the organization
Maintain data in Salesforce, including contacts, key initiatives, budgets, stakeholders, forecasts, and campaigns
Represent the voice of the customer to inform our sales process and product roadmap
Own renewals from quote to invoice, as well as upsells of existing products and services to grow their assigned book of business
Target and grow revenue within assigned accounts by uncovering cross-sale opportunities for sales
Work with customers to develop a success plan that outlines how Omnigo adoption will address their needs both immediately and in the future
Enlist super fans to act as references, lead user groups, & participate in the community
Be a liaison to drive attendance to trainings, webinars, educational curriculum, and seminars
Identify meaningful ways to engage low usage and at-risk accounts based on data monitoring as well as qualitative knowledge of the account