Customer Success Manager

AppOmni

1d • Remote

About The Position

AppOmni thrives off the success of our customers, and we're looking for a strategic, growth-focused, and results-driven Enterprise Customer Success Manager to engage and enable AppOmni’s largest customers. Our Customer Success team serves as the primary advocate for our customers, guiding them along a path to success and engaging resources across AppOmni to accelerate the adoption of the AppOmni product. As a Customer Success Manager, you will be responsible for driving the full customer lifecycle to show value and ensure customers are actively engaged and fully recognizing the potential of the AppOmni product. Partnering directly with the customer’s team, you’ll have polished communication and a strong presence, coupled with the unique ability to act as a trusted advisor and expert on the AppOmni product.

Requirements

• 3+ years experience in customer success in a SaaS organization, consulting, technical account management, or sales engineering.
• Current experience working directly with large enterprise customers. Exposure to C-level executives is a plus.
• SaaS security experience, Cloud security experience, Identity and Access Management, or experience in other cybersecurity disciplines are strongly preferred
• Experience supporting customer organizations comprising of security teams and business application owners.
• Working knowledge of common SaaS solutions such as Salesforce, M365, ServiceNow, Workday, Okta.
• Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment. Startup experience is a plus.
• Strong customer facing and presentation skills with the ability to establish credibility with multiple stakeholders.
• Has handled difficult customers or situations and can demonstrate resolutions.

Nice To Haves

• Proficiency in Salesforce, Gainsight, and Zendesk preferred.
• Knowledge of Python or other languages is a plus.

Responsibilities

• Manage and serve as the primary point of contact for all post-sales activity for AppOmni’s top enterprise customers through strong relationship-building, product knowledge, planning and execution
• Be consultative and build in-depth relationships and a complete understanding of customer business goals and objectives. Develop a trusted advisor relationship with customer champions and executive sponsors to drive product adoption and ensure they are using AppOmni to achieve full business value.
• Ensure that a plan is in place with each customer for deployment, change management and adoption programs. Monitor and identify adoption and utilization trends, provide recommendations based on customers' needs, risks, and strategy.
• Introduce and implement new products and features as they become available, with the support of the AppOmni Technical Account Manager and/or Implementation Manager.
• Increase customer retention by conducting regular health check meetings for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
• Track accounts to identify churn risk and work actively to eliminate that risk; own the renewal strategy and work closely with the AppOmni Renewals Manager to influence the successful execution of renewals.
• Be the voice of the customer to our internal stakeholders (engineering, product, sales, and executive leadership teams) and provide internal feedback on how AppOmni can better serve our enterprise customers
• Work closely with Product and Engineering on identification and tracking of product improvement requests, troubleshooting, and bugs
• Simultaneously manage multiple enterprise customers who are at different points in the account lifecycle
• Evangelize customer success stories with the Marketing team
• Above all, put customer’s needs first and demonstrate customer obsession

Benefits

• working remotely
• new hire home office / computer equipment stipend
• generous paid time off
• paid company holidays
• paid floating holidays
• paid parental leave
• paid sick time
• paid family leave for applicable states
• health insurance - medical, dental, and vision with HSA option
• LifeWorks Employee Assistance Program
• company-provided life insurance, AD&D, STD/LTD and additional supplemental life insurance options
• 401(k) and Roth retirement saving accounts
• monthly wellness benefit reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 101-250 employees