Customer Success Manager

Job Description:

The Elevator Pitch: Why will you enjoy this new opportunity?

At Omnissa, you will have the opportunity to make a significant impact while working alongside a global community of passionate professionals shaping the future of digital work. The EUC Customer Success Manager plays a critical role in accelerating Omnissa's growth by helping customers successfully adopt, expand, and realize measurable business value from Omnissa solutions. As a trusted advisor, you will partner with customers throughout their lifecycle, helping them achieve business outcomes, improve employee experience, increase operational efficiency, and maximize return on investment. Every day is different as you build strategic relationships, advocate for customers, and collaborate across Sales, Support, Product, Engineering, Professional Services, and Renewals teams.

Success in the Role: What are the performance outcomes over the first 90 days you will work toward completing?

30 Days
• Develop relationships with key stakeholders across assigned accounts and internal account teams.
• Build an understanding of Omnissa solutions, services, customer journeys, and success methodologies.
• Learn Customer Success tools, health metrics, engagement models, and internal processes.
• Understand customer objectives, strategic priorities, adoption goals, and success criteria.
• Facilitate effective communication between customers and cross-functional teams.

60 Days:
• Manage a portfolio of customers with varying business objectives and maturity levels.
• Build and maintain business outcome-focused Success Plans.
• Conduct regular customer engagements, value discussions, and adoption reviews.
• Serve as the voice of the customer and promote industry best practices internally.
• Identify risks, opportunities, and adoption barriers while creating mitigation plans.

90 Days:
• Drive measurable improvements in customer health, adoption, retention, and business value realization.
• Manage multi-level stakeholder engagement from administrators through executive sponsors.
• Lead Executive Business Reviews aligned to customer strategic priorities.
• Identify growth, expansion, and cross-solution adoption opportunities.
• Contribute to Customer Success playbooks, customer references, success plans, case studies, and thought leadership.

What type of work will you be doing?

Customer Success & Business Outcomes
• Maximize customer value realization and adoption of Omnissa solutions.
• Develop and manage Customer Success Plans aligned to measurable business outcomes.
• Monitor customer health indicators and proactively address risks.
• Drive utilization, consumption, and achievement of desired outcomes.

Executive Engagement & Strategic Advisory
• Build strategic relationships with business decision makers and executive stakeholders.
• Deliver business and technical presentations from practitioner through executive level audiences.
• Lead Executive Business Reviews focused on value realization, ROI, adoption, and future roadmaps.
• Provide strategic guidance and industry best practices.

Retention & Growth
• Support customer retention through proactive engagement and value realization.
• Identify expansion, cross-sell, and broader platform adoption opportunities.
• Partner with Sales and Renewals teams to support long-term customer success.

Cross-Functional Collaboration
• Collaborate with Support, Engineering, Product Management, Sales, Services, and Solution Architects.
• Ensure customer issues are addressed in a timely manner.
• Advocate for customer needs and influence product improvements.

Customer Advocacy
• Drive customer references, success stories, advisory boards, and advocacy programs.
• Help develop roadmaps aligned to customer business priorities.
• Contribute to thought leadership and Customer Success best practices.

Travel may be required up to 20% depending on customer and business needs.

Required Qualifications & Skills

• Experience in Customer Success, Account Management, Consulting, Professional Services, or related customer-facin