CUSTOMER SUCCESS LEAD

Omnify is looking for a Customer Success Lead. In this role you will work with our customers to build strong partnerships, drive adoption of our product, improve our net retention and also find opportunities for expansion. As a Customer Success Lead you will be having a customer-centric approach for everything you do. We are looking for passionate, creative individuals who thrive in fast paced environments and are driven to meet and exceed expectations. Come join us!

Job Description:

• Giving customer representation within the company, balancing company vs customer needs.
• Help productize our onboarding process for our customers and measure key success metrics as they grow with Omnify.
• Keep up with set targets of adoption, retention and expansion.
• Manage, lead, mentor and train a team of Customer Success Associates and Account Managers.
• Coach the team to proactively work with customers to find expansion opportunities and increase loyalty and retention.
• Identify and qualify growth opportunities for added value within smaller customers, assigned accounts and ensure high retention and renewal rates.
• Serve as an escalation point between customers and internal teams to ensure customer success and adoption.
• Set up playbook to deliver omnichannel customer support (e.g., email, voice, text, chat) while encouraging and reinforcing best practices for delightful customer experience.

Job Requirements:

• Experienced in 3+ years in a Customer Success or Account Management role in SaaS.
• Confident in managing a high performing team of Customer Success Managers.
• Customer-centric and have a customer-first mindset and approach to all interactions both internal and external.
• Strong at multi-task management skills across a varied set of responsibilities, in a fast-paced environment.
• You should be comfortable working in US Shift.