Lead Customer Success Manager

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

About AppOmni

AppOmni, 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, AppOmni specializes in securing diverse SaaS environments.

About the Role

AppOmni 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 AppOmni’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 AppOmni to accelerate the adoption of the AppOmni 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 AppOmni 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 AppOmni product.

What You’ll Do

• Manage and serve as the primary point of contact for all post-sales activity for AppOmni’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 AppOmni 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 AppOmni 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 AppOmni 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 AppOmni 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

What We’re Looking For

• 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, ServiceNow, 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

Culture

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 mak