Role summary by JobGrid
Senior Customer Success Manager at Omilia: Remote, United States; Senior; Customer Support & Success. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Remote, United States
- Role classification: Customer Support & Success, Senior
- Source freshness: checked by JobGrid on 2026-06-11.
- Application path: candidates continue to the employer application page with non-personal referral tags.
The Role
The Senior Customer Success Manager owns the executive relationship and value realization strategy for 3-5 of Omilia's most strategic enterprise accounts. This is a senior individual contributor role designed for an experienced operator who can serve as a true strategic partner to customer VP and C-suite leadership.
The role also assists with Omilia's agentic migration program — the company's effort to transition customers to our agentic AI capabilities. This is one of the most strategically important initiatives across the customer base, and requires a leader who can drive it across multiple accounts in parallel.
Beyond account ownership and program leadership, the Senior CSM is expected to set the standard for the broader Customer Success team, mentoring peers and elevating the bar across the function.
Key Responsibilities
Strategic account ownership
- Build and maintain executive relationships across customer VP and C-suite leadership, operating as a strategic peer rather than a vendor.
- Develop and own a 30-60-90 day success plan for each account, including current state assessment, target state, and an agreed action plan with the customer's executive sponsor.
- Bring a strategic point of view on each customer's program direction and proactively guide the customer toward outcomes that drive measurable business value.
- Lead performance report conversations with customers end-to-end, owning the narrative, defending recommendations, and translating data into executive-level strategic discussions. Solution Optimization provides the analytics engine; the strategic story belongs to the Senior CSM.
- Drive renewal and expansion in partnership with Account Management by ensuring customers consistently realize value from the Omilia platform.
- Partner cross-functionally with Sales, Account Management, Delivery, and Product to ensure agentic migrations close, deploy successfully, and deliver measurable value.
- Build and codify the migration playbook documenting best practices for the broader CSM team to use across the customer base.
Team and function leadership
- Model strategic CSM behavior setting the standard for executive engagement, value narrative, and customer ownership.
- Mentor and coach the CSM team on strategic conversations, executive relationship building, and consultative engagement.
- Co-lead high-stakes customer escalations alongside the VP when senior intervention is required.