Lead Customer Success Manager

Please note we are not working with agencies or 3rd parties.

App Omni prevents SaaS data breaches by delivering end-to-end SaaS security. Our platform gives security teams clear visibility into posture, access, third-party connections, AI-related activity, and with built-in discovery to identify unsanctioned SaaS and Shadow AI tools. Backed by continuous monitoring and real-time threat detection, App Omni helps enterprises identify and resolve risks early, keeping their SaaS applications secure. Recognized as a Frost Radar™ 2025 Leader and Great Place To Work®, App Omni continues to set the standard for innovation and customer value in SaaS security.

The largest and fastest-growing global enterprises across industries trust App Omni to secure their SaaS applications.

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…