Customer Success Manager (Remote Position)

Job SummaryThe Customer Success team is responsible for the relationship between Omnigo and our customers. This critical function is responsible for engaging with our customers to drive adoption and demonstrate ongoing value to ensure high customer retention.The Customer Success Manager is a key member of the organization as it acts as the overall facilitator for customer communications and ultimately owns the account relationship. It is the expectation of the that they'll work with their customers to appropriately understand, manage, and assist them with day-to-day business needs by acting as a single point of contact for the account and coordinating with all other Omnigo business functions as needed.Essential Duties and ResponsibilitiesDrive retention and growth for our customers by understanding their business needs and helping them succeedMaintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagementAccount owner for named accounts that will coordinate and facilitate across all business functions within the organizationMaintain data in Salesforce, including contacts, key initiatives, budgets, stakeholders, forecasts, and campaignsRepresent the voice of the customer to inform our sales process and product roadmapOwn renewals from quote to invoice, as well as upsells of existing products and services to grow their assigned book of businessTarget and grow revenue within assigned accounts by uncovering cross-sale opportunities for salesWork with customers to develop a success plan that outlines how Omnigo adoption will address their needs both immediately and in the futureEnlist super fans to act as references, lead user groups, & participate in the communityBe a liaison to drive attendance to trainings, webinars, educational curriculum, and seminarsIdentify meaningful ways to engage low usage and at-risk accounts based on data monitoring as well as qualitative knowledge of the accountSkills and Requirements2+ Years in a customer-facing or Customer Success role within an enterprise software or software-as-a-service organizationA passion for Customer Engagement and service mentalityProven 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 doneResults-driven and proven ability to meet or exceed quotasExperience with the annual renewal process is preferredStrong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessmentExcellent oral and written communication skillsMust be proficient in PowerPoint and comfortable presenting to all levels of an organizationHighly organized with the ability to work independently and be accountable for results with minimal supervisionExperience with Salesforce or a similar CRM tool and Gainsight or a similar Customer Success tool preferredGaming, Security and Surveillance or Public Safety experience welcomed.Approx. 25% travel for customer visits and conferencesEOE/M/F/Disabled/VetThis company is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, age, disability or protected veteran status. All qualified applicants will receive consideration for employment.