Lead Customer Success Manager

Lead Customer Success Manager

App Omni, a leader in SaaS Security, helps customers achieve secure productivity with their applications. Security teams and owners can quickly detect and mitigate threats using unmatched depth of protection, continuous monitoring, and comprehensive visibility. Trusted by over 25% of the Fortune 100, App Omni specializes in securing diverse SaaS environments.

App Omni thrives off the success of our customers, and we're looking for a strategic, growth-focused, and results-driven Enterprise Customer Success Manager to engage and enable App Omni's largest customers. Our Customer Success team serves as the primary advocate for our customers, guiding them along a path to success and engaging resources across App Omni to accelerate the adoption of the App Omni product.

As a Lead CSM, you will be responsible for driving the full customer lifecycle to show value and ensure customers are actively engaged and fully recognizing the potential of the App Omni product. Partnering directly with the customer's team, you'll have polished communication and a strong presence, coupled with the unique ability to act as a trusted advisor and expert on the App Omni product.

• Manage and serve as the primary point of contact for all post-sales activity for App Omni'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 App Omni 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 App Omni 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 App Omni 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 App Omni 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

• 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, Service Now, 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.
• You enjoy planning, adjusting, executing, winning, and celebrating as a team

Our flexible, remote-first team is collaborative and supportive as we move quickly to research and develop new ideas, deliver new features to our customers, and iterate on ideas and innovations. We accomplish this by focusing on our five core values :
Trust, Transparency, Quality, Customer Focus, and Delivery. Our team is determined to make a difference to positively impact our way of life by securing the technology that is changing the world.

App Omni is proud to be Certified by Great Place to Work, as we seek to build a culture where all employees feel appreciated and supported, especially with clear and honest leadership, employee recognition, and an environment that fosters innovation and collaboration.

We believe diversity fuels innovation and drives growth by bringing a…