Customer Success Manager

Omni is the AI analytics platform that turns company data into a trusted source of truth for AI. Built on a semantic model, Omni gives enterprises a governed context graph for analytics and AI. Teams use Omni to ask questions in plain English, refine answers in workbooks, and bring trusted data into tools like Claude, ChatGPT, Cursor, and Slack.

Based in San Francisco, CA, Omni has raised $217M from the world’s top investors, including ICONIQ, Theory Ventures, First Round Capital, Redpoint Ventures, and GV. Its latest $120M Series C valued the company at $1.5B.

As a Strategic Customer Success Manager, you'll serve as the primary business and strategic advisor for Omni's largest and most complex enterprise customers, partnering closely with Sales, Product, and executive stakeholders.

Your mission is to drive business outcomes, orchestrate strategic initiatives, map organizational dynamics, and ensure your customers achieve ROI and value with Omni in an effort to minimize the risk of churn and maximize the potential for growth.

Strategic CSMs blend business acumen with relationship excellence. You'll operate at the executive level, leading strategic conversations that align Omni's platform capabilities with customer business objectives. You own your book of business and are accountable for driving AREA (Adoption, Retention, Expansion, Advocacy) across your portfolio. Your work will directly influence GRR, NDR, and long-term customer lifetime value.

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  Serve as the primary strategic advisor and trusted partner for enterprise customers and drive AREA outcomes across your book of business

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  Develop and execute comprehensive success plans aligned to customer business objectives

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  Build and maintain executive relationships with sponsors, champions, and economic buyers

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  Translate business requirements into Omni use cases and value propositions

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  Drive strategic initiatives that span across customer organizations

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  Expand relationship footprint across lines of business to uncover new use cases

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  Synthesize and communicate customer feedback, feature requests, and product gaps

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  Influence product roadmap priorities by articulating customer business impact

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  Drive internal alignment on customer escalations and strategic initiatives

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  Identify and develop customer advocates and references

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  Coordinate customer success stories, case studies, and testimonials

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  Measure and communicate business value, ROI, and impact metrics

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  Lead renewal conversations and negotiations in partnership with Sales

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  Influence Net Dollar Retention (NDR) through strategic account growth

• 5+ years in enterprise Customer Success, Account Management, or Strategic Consulting roles within SaaS

• Deep experience with data, analytics, or BI platforms (or comparable complex technical products)

• Proven track record managing enterprise accounts ($100k+ ARR)

• Demonstrated success driving GRR, NDR, and expansion in previous roles

• Outstanding executive presence and communication skills (written and verbal)

• Ability to translate technical concepts into business value

• Persuasive and articulate when advocating for customer needs internally

• Skilled at leading difficult conversations and negotiations

• Experience delivering impactful QBRs and executive presentations

• Experience partnering with Technical Account Managers or Solutions Architects

• Background in management consulting or strategic advisory roles

• Track record of influencing product roadmaps based on customer feedback

• Familiarity with modern data stack technologies and architectures

• Deep experience with data, analytics, or BI platforms (or comparable complex technical products)

• Experience in hyper-growth SaaS environments