Remote Senior Customer Success Manager

Summary

Join AppOmni as a strategic, growth-focused, and results-driven Enterprise Customer Success Manager to engage and enable AppOmni’s largest customers.

Requirements

• 5-7+ years experience in customer success in a SaaS organization, consulting, technical account management, or sales engineering
• Current experience working directly with large enterprise customers, Fortune 100 companies, and C-level executives
• SaaS security experience, Cloud security experience, Identity and Access Management, or experience in other cybersecurity disciplines are strongly preferred
• Experience supporting customer organizations comprised 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
• 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

• Base Salary: The annual base salary compensation range in the U.S. for this role is: $130,000 - $176,000 USD
• Stock Options: Our vision is to not just grow as a company but to grow together
• Benefits: The many benefits of employment with AppOmni include 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 and 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
• A monthly wellness benefit reimbursement