Customer Success Manager

Summary

Omni Byte is seeking aresults drivenand strategic
Customer Success Manager
responsible for overseeing a defined book of business and driving measurable revenue growth across our customer base. In this role, you will serve as the primary relationship owner for your accounts, ensuring customers maximize the value of Omni Byte solutions whileidentifyingopportunities to expand adoption, increase utilization, and grow annual revenue.

This position requires a balance of strategic account management, consultative guidance, and operational excellence to deliver an exceptional customer experience. You will collaborate closely with Sales, Services, Product, and Marketing teams to champion customer needs, influence roadmap priorities, and ensure customers achieve meaningful business outcomes with Omni Byte.

Achieving the rightcustomeralignmentis critical to helping accomplish Omni Byte’s mission:

Empower companies to capture andutilizecritical business data via simple, relevant, and portable solutions.

Customer Relationship & Account Management

• Serve as the primary point of contact for your assigned book of business, building trusted,long-term customer relationships across multiple levels of each organization.
• Maintain a deep understanding of each customer’s business, goals, and challenges to proactively guide them toward achieving measurable outcomes.
• Lead scheduled touchpoints, QBRs,and executive level engagements to reinforce ROI and promote account growth.
• Drive customer advocacy initiatives that lead to references, case studies, and broader market visibility.

Revenue Growth & Expansion

• Own revenue responsibility for your accounts, including renewals, expansion, upsell, andcross sell opportunities.
• Identify underutilized features, new use cases, and solution extensions that drive incremental value and growth within each account.
• Collaborate with Sales leadership to forecast revenue, mitigate renewal risks, and execute account growth plans.
• Leverage data insights, product usage, and customer engagement patterns to prioritize accounts and focus on opportunities with highest revenue potential.

Customer Support, Issue Resolution & Risk Mitigation

• Ensure customer issues are resolved quickly and accurately while meeting or exceeding SLA expectations.
• Demonstrate strong empathy, ownership, and accountability for escalations while communicating status updates clearly to both internal teams and customers.
• Anticipate and mitigate churn risks through proactive engagement, early identification of friction points, and development of recovery plans.

Training, Enablement & Content Development

• Conduct ongoing customer enablement sessions to educate users onhigh valueand underused product capabilities that lead to increased adoption.
• Develop andmaintaincustomer-facing resources such as guides, videos, webinars, knowledge base content, and onboarding materials.
• Partner internally to build scalable content and processes that elevate customerproficiencyand drive organization wide adoption.

Data Driven Insight , Analysis & Process Improvement

• Use customer usage data, qualitative feedback, and survey insights toidentifytrends, root causes, and opportunities for improved customer outcomes.
• Act as the “voice of the customer” across the business, providing feedback to Sales, Product, and Leadership to guide feature enhancements and strategic decisions.
• Develop, track, and report on customer success KPIs including product adoption, health scores, revenue performance, and lifecycle engagement.
• Standardize processes and create replicable playbooks that support long-term account success and reduce recurring customer issues.

• BS/BA degree in Business, Marketing, Communications,or related field.
• 5+ years of experience in Customer Success, Account Management, or related client facing roles within a B2B SaaS or technology environment.
• Proven track recordof owninga revenue number and driving renewals, upsells, and account growth.
• Strong analytical skills with the ability to interpret data, connect insights, and translate findings into strategic account actions.
• Excellent communication and presentation skills, capable of engaging both…