Manager, Customer Success

About the job  We are seeking an experienced and data-driven Manager, Customer Success to lead, coach, and grow our Customer Success team.

This team is central to Omatic’s mission, helping our customers maximize the value of our solutions, drive adoption, and achieve measurable outcomes.

This is a hands-on leadership role where you’ll manage day-to-day operations, analyze customer metrics, optimize engagement strategies, and collaborate cross-functionally with Sales, Product, and Support to ensure customer satisfaction and retention.

You’ll be responsible for developing your team, driving performance through data, and building a culture of accountability, customer focus, and continuous improvement.    What You'll Get :

• Leadership with impact : A small manager-to-individual ratio gives you the opportunity to directly shape your team and drive customer success outcomes.  Visibility and influence : Play a key role in Omatic’s growth by ensuring customers achieve measurable results that lead to renewal, expansion, and advocacy.  Professional development : Access to ongoing coaching, training, and cross-functional collaboration to strengthen your leadership and strategic skills.  What You'll Do :   Lead and develop a high-performing Customer Success team through coaching, goal-setting, and accountability for retention, adoption, and satisfaction metrics.  Drive customer health and strategy by analyzing usage data and feedback to enhance engagement, adoption, and long-term success.  Oversee key customer relationships and serve as an executive escalation point for complex or high-priority issues.  Collaborate cross-functionally with Product, Sales, Marketing, Professional Services, Support, and Accounting to optimize the end-to-end customer experience.  Champion operational excellence by refining processes, implementing best practices, and ensuring accurate data tracking, reporting, and forecasting.  Foster expertise and insights within the team by sharing product updates, best practices, and market trends to enhance customer ROI.  Report on performance metrics and customer health to senior leadership, identifying trends, risks, and opportunities for improvement.  Complete a Professional Services rotation to strengthen understanding of implementation processes and customer value delivery.  Who You Are :   A bachelor’s degree and 4–6 years of experience in a Customer Success role.  A passion for working with people and organizations, with proven experience in relationship-building, account management, and delivering exceptional customer service.  Highly analytical and numbers-oriented, with a proven ability to leverage metrics and dashboards to drive decision-making and performance.   Demonstrated success in improving customer retention, adoption, and satisfaction through process optimization and coaching.  Experienced in hiring, training, and developing high-performing Customer Success professionals.  Passionate about building relationships and helping customers achieve measurable outcomes.  Proficient in Salesforce, Gainsight, or other Customer Success platforms; strong familiarity with analytics and reporting tools.  Excellent communication, problem-solving, and interpersonal skills.  Preferred but not required : Experience with Customer Success Management tools such as ChurnZero and Salesforce.  Preferred but not required : Familiarity with goal-setting frameworks and experience tracking progress through KPIs.  Job Perks :   Competitive health insurance, life insurance and short-term disability  401K with company match  Unlimited / flexible PTO  12 weeks fully-paid parental leave  Powered by JazzHR