Customer Success Manager
$130k - $186k USD
About Omni
Omni is a business intelligence and embedded analytics platform that helps customers improve self-service, accelerate AI adoption, and build customer-facing data products. Whether users prefer AI, spreadsheets, SQL, or point-and-click, Omni makes it easy for anyone to explore and act on data — all from the same platform. At the core of Omni’s platform is a built-in semantic layer that ensures consistency, trust, and AI readiness.
Headquartered in San Francisco, Omni has office hubs in Santa Cruz, Philadelphia, Dublin, and Sydney, with team members around the world. The company has raised $97M in funding from leading investors including ICONIQ Growth, Theory Ventures, First Round Capital, Redpoint Ventures, Google Ventures, Snowflake Ventures, and Databricks Ventures.
The Role
As a Strategic Customer Success Manager, you'll serve as the primary business and strategic advisor for Omni's largest and most complex enterprise customers, partnering closely with Sales, Product, and executive stakeholders.
Your mission is to drive business outcomes, orchestrate strategic initiatives, map organizational dynamics, and ensure your customers achieve ROI and value with Omni in an effort to minimize the risk of churn and maximize the potential for growth.
Strategic CSMs blend business acumen with relationship excellence. You'll operate at the executive level, leading strategic conversations that align Omni's platform capabilities with customer business objectives. You own your book of business and are accountable for driving AREA (Adoption, Retention, Expansion, Advocacy) across your portfolio. Your work will directly influence GRR, NDR, and long-term customer lifetime value.
Responsibilities
Serve as the primary strategic advisor and trusted partner for enterprise customers and drive AREA outcomes across your book of business
Develop and execute comprehensive success plans aligned to customer business objectives
Build and maintain executive relationships with sponsors, champions, and economic buyers
Translate business requirements into Omni use cases and value propositions
Drive strategic initiatives that span across customer organizations
Expand relationship footprint across lines of business to uncover new use cases
Synthesize and communicate customer feedback, feature requests, and product gaps
Influence product roadmap priorities by articulating customer business impact
Drive internal alignment on customer escalations and strategic initiatives
Identify and develop customer advocates and references
Coordinate customer success stories, case studies, and testimonials
Measure and communicate business value, ROI, and impact metrics
Lead renewal conversations and negotiations in partnership with Sales
Influence Net Dollar Retention (NDR) through strategic account growth
What We're Looking For
5+ years in enterprise Customer Success, Account Management, or Strategic Consulting roles within SaaS
Deep experience with data, analytics, or BI platforms (or comparable complex technical products)
Proven track record managing enterprise accounts ($100k+ ARR)
Demonstrated success driving GRR, NDR, and expansion in previous roles
Outstanding executive presence and communication skills (written and verbal)
Ability to translate technical concepts into business value
Persuasive and articulate when advocating for customer needs internally
Skilled at leading difficult conversations and negotiations
Experience delivering impactful QBRs and executive presentations
Bonus Points
Experience partnering with Technical Account Managers or Solutions Architects
Background in management consulting or strategic advisory roles
Track record of influencing product roadmaps based on customer feedback
Familiarity with modern data stack technologies and architectures
Deep experience with data, analytics, or BI platforms (or comparable complex technical products)
Experience in hyper-growth SaaS environments
Compensation & Benefits
On Target Earnings (OTE): $130k-$186k, 70/30 salary-to-variable split.
Comprehensive health, dental, and vision coverage.
Equity in a fast-growing company.
Flexible, collaborative work environment.