Manager, Customer Success

Omnissa•Atlanta, GA

1d•Hybrid

About The Position

We are Omnissa! Omnissa is the first AI-driven digital work platform, built to support flexible, secure, work-from anywhere experiences. We integrate industry-leading solutions—including Unified Endpoint Management, Virtual Apps and Desktops, Digital Employee Experience, and Security & Compliance—into a seamless, autonomous workspace that adats to how people work. Our platform boosts employee engagement while optimizing IT operations, security, and cost. Guided by our Core Values—Act in Alignment, Build Trust, Foster Inclusiveness, Drive Efficiency, and Maximize Customer Value—we’re growing rapidly and committed to delivering meaningful impact. If you're passionate about shaping the future of work, we’d love to hear from you. What is the opportunity?: The Manager of Customer Success will lead and manage the Customer Success team, assist in the development of long-term strategies for customer engagement, and drive key metrics such as retention, expansion, and customer satisfaction. As a leader, you will work closely with cross-functional teams including sales, product, and marketing to ensure alignment on customer needs and business objectives. The role requires a mix of strategic vision, leadership, and a strong understanding of SaaS customer lifecycle management.

Requirements

5+ years of experience in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS company, with at least 3-5 years in a leadership position.
Proven track record of driving customer retention, satisfaction, and revenue growth in a SaaS environment.
Strong understanding of SaaS metrics, customer lifecycle management, and best practices in customer success, onboarding, and adoption strategies.
Excellent leadership and people management skills with experience leading, developing, and scaling a high-performing customer success team.
Data-driven mindset with experience analyzing customer success metrics and using insights to make strategic decisions.
Outstanding communication, interpersonal, and relationship-building skills.
Proficiency with customer success platforms and CRM systems

Responsibilities

Customer Success Strategy: Lead the customer success strategy, focusing on driving customer adoption, retention, and expansion. Ensure alignment with overall business objectives to achieve revenue growth and customer satisfaction goals.
Team Leadership: Manage and mentor a team of Customer Success Managers (CSMs), providing guidance on account management, onboarding, and customer retention. Foster a high-performance culture focused on customer outcomes and team collaboration.
Customer Retention & Growth: Develop strategies to reduce churn and increase customer retention. Identify and drive upsell, cross-sell, and expansion opportunities within the existing customer base, working closely with the sales team.
Customer Advocacy: Act as the voice of the customer within the company, ensuring customer needs and feedback are communicated across product, sales, and marketing teams. Advocate for customers and help drive product improvements based on their feedback.
Process & Operational Excellence: Implement scalable processes and systems for customer success, including onboarding, training, and ongoing account management. Continuously improve these processes to optimize customer experiences and operational efficiency.
Performance Metrics: Own and monitor key performance indicators (KPIs) related to customer success. Use data-driven insights to identify risks and opportunities.
Cross-functional Collaboration: Collaborate with product, marketing, and sales teams to align customer success initiatives with product features, marketing campaigns, and sales targets. Ensure seamless communication and coordination between teams to maximize customer success.
Executive Reporting: Provide regular reports and insights to senior leadership on customer health, retention forecasts, and growth opportunities. Present customer success metrics and strategies to the executive team.