Customer Success Manager

Summary

OmniByte is seeking a results driven and 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 OmniByte solutions while identifying opportunities 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 OmniByte. 

Achieving the right customer alignment is critical to helping accomplish OmniByte’s mission: Empower companies to capture and utilize critical business data via simple, relevant, and portable solutions.  

Role and Responsabilities

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, and cross 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 on high value and underused product capabilities that lead to increased adoption. 
• Develop and maintain customer-facing resources such as guides, videos, webinars, knowledge base content, and onboarding materials. 
• Partner internally to build scalable content and processes that elevate customer proficiency and drive organization wide adoption.  

Data Driven Insight, Analysis & Process Improvement 

• Use customer usage data, qualitative feedback, and survey insights to identify trends, 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.  

Qualifications

• 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 record of owning a revenue number and driving renewals, up sells, 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 technical and executive audiences . 
• Experience creating or delivering customer training, onboarding content, or instructional materials. 
• Proficiency with Microsoft Office 365 (Outlook, Word, Excel, PowerPoint) and intermediate experience with Teams, OneNote, Visio, and SharePoint. 
• Experience with CRM, ERP, or field service-related systems.  
• Self-starter who is capable of working proactively and autonomously to achieve revenue targets and business goals. 
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment. 

Working Conditions / Physical Requirements

• Normal business office environment; may require occasional weekend, early morning, and/or evening work. 
• Travel to company, customer, partner, and vendor sites (including international) up to 25% of time. 
• Physical demands for extended periods: sitting, standing, walking (95-100%), keyboarding (40-60%), viewing computer monitor and video calls (50-70%). 
• Reasonable accommodation may be made for individuals with disabilities. 
• Noise level is usually quiet.