What are the responsibilities and job description for the Customer Success Manager (West Coast) position at Oomnitza?
Oomnitza offers the industry’s most versatile Enterprise Technology Management platform that orchestrates and automates key business processes for IT. Our SaaS solution, with agentless integrations, best practices and low-code workflows, enables enterprises to leverage their existing infrastructure systems and automate processes such as offboarding, onboarding, audit readiness, refresh forecasting and more, thereby reducing reliance on error-prone manual tasks and tickets. We help some of the most well-known and innovative companies to improve efficiency, expedite audits, mitigate cyber risk and eliminate redundant IT spend.
As a Customer Success Manager, you are passionate about helping technology teams leverage the Oomnitza platform and knock down any hurdles blocking your customer’s success.
We need a talented and motivated Customer Success Manager to manage a dedicated book of customers. As the Customer Success Manager you’re passionate about helping technology teams elevate their business processes and comfortable wearing many hats. We are looking for this person to be West Coast based and work Pacific hours.
\n- Own and nurture customer relationships, serving as the primary point of contact to ensure customer satisfaction and long-term engagement.
- Drive gross revenue retention by proactively managing an assigned book of business and identifying churn risks early.
- Increase product adoption and value realization, ensuring customers fully leverage the platform’s features to meet their business objectives.
- Identify expansion opportunities, working closely with sales and account teams to grow accounts through upsell and cross-sell initiatives.
- Lead executive business reviews (EBRs), presenting progress, ROI, and strategic recommendations to senior stakeholders.
- Develop and maintain Customer Success Plans, aligning customer goals with measurable outcomes and tracking progress over time.
- Share best practices and thought leadership, guiding customers on industry trends and optimal product use.
- Deliver ongoing product education, including new feature announcements and enablement sessions to drive continued adoption.
- Act as the voice of the customer, gathering feedback and advocating internally to influence roadmap, features, and support.
- Collaborate cross-functionally with sales, product, and support teams to ensure a seamless customer experience.
- Minimum 3 years in a strategically focused customer success role, ideally at a SaaS company
- Business savvy with an ability to translate business needs into data and product requirements
- Excellent verbal and written communication skills
- Extremely strong presentation capabilities
- Self motivated and comfortable in an ever changing agile environment
- Basic understanding of API’s/Web Services and how they function
- Intermediate knowledge of complex technology user workflows
- Knowledge and basic triage ability of HTTP Error Messages
- Strong Salesforce, PowerPoint, Word, Google Suite and Excel skills
- Career Growth: Top performers will have an opportunity to help shape the team. Working directly with the founders to drive initiatives and create a structure that scales
- Market-competitive salary equity
- A once-in-a-lifetime career opportunity to get onboard a fast-growing business that is venture-backed by Shasta Ventures, SYN Ventures and Riverside Acceleration Capital
The salary range for this position is: $125-145k (OTE)
Oomnitza recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.