Enterprise Customer Success Manager

Job description

Demand for Omnia is rising quickly in Europe, after successful launches with most large retailers in the Netherlands. This rapid scale-up is further enabled by a significant funding round that Omnia Retail closed in August 2017 and in May 2018 Omnia Retail opened its London office. Director of Customer Success Haiko Krumm is ready to welcome more team members into the go-to-market team with our totally new position as an Enterprise Customer Success Manager.

What are we facing?

Thanks to the impact of pricing and marketing automation, Customer Success Management of Omnia often happens one level below board level at large-sized retailers (100MM+ in annual sales). As an Enterprise Customer Success Manager you have a pivotal role in the entire customer lifecycle. You make sure our customers achieve their -ever evolving- desired outcome by using our product. Therewith ensuring customers stay customer (renewal), are interested in new products (up- & cross sell) and become advocates with shareable success cases.  

You proactively manage your customers by tracking customer health and performing strategy sessions and executive business reviews. You build and maintain strong, long-lasting customer relationships and become their trusted advisor. Together with the team you implement strategies, to take the retailer's pricing and marketing strategy to an entirely new level. By working closely with the solution consultants and the product team, you ensure a smooth customer lifecycle at Omnia.

As the trusted advisor, you know the clients business as no-one other and therefore are the right person to identify new business opportunities among the existing customers. You will not only identify the opportunity but also take the opportunity to up sales and close new deals with the the customer.

Within Omnia you create and optimize the Customer Success Management approach and the Customer Success philosophy.

What it comes down to

  • Drive renewals by making sure customers achieve value through the Omnia product
  • Spot and realize cross- and upselling
  • Create brand advocates and shareable success cases
  • Be the strategic partner and trusted advisor for executive level
  • Ensure customers achieve value (ROI) out of our product and platform solutions
  • Follow the customer journey and close the gap between what the product can do and how the customer actually uses it
  • Manage and track customer health indexes (ROI, product usage, relationship with customers’ DMU and NPS), bring data insights and initiate improvements
  • Perform sessions, with executive level involvement, at the customer, to discuss customer health, future plans and product updates
  • Create and optimize a scalable Customer Success Management approach
  • Be an advocate of customer success and drive Omia-wide adoption of its importance
  • Identify new business opportunities, up- and cross sell  among existing customers
  • Demonstrate thought leadership in our market and be the go-to-person for decision makers
  • Be involved in the onboarding phase and take over the customer lead after onboarding phase
  • Involve solution consultants for workshops, strategy sessions and advanced strategies
  • Make sure reactive customer communication goes as much as possible via Omnia University and product specialist and be fully aware of the interactions the customer has with support
  • Share product insights with product manager and help product team prioritize the roadmap based on business value and customer needs

Go-to-market team

The Enterprise Customer Success Manager is part of the Go-To-Market Team reporting to our Director of Customer Success Haiko Krumm. The team consist of a BDR, Sales Manager, SMB Customer Succes Manager, Solution Consultants, Onboarding Manager and Product Specialist. Within the next few months the Go-To-Market Team will be expanded with a Product Specialist and Consultants.


What are we looking for? 

An Enterprise Customer Success Manager, who is an expert relationship builder and thrives on customer success.

  • Master's Degree

  • 3-5 years working experience, with at least 1-3 years in a SaaS company and customer success

  • Expert in relationship management and/or business consultancy

  • Experience within Enterprises B to B environment

  • Knowledge of retail in general and e-commerce in particular is preferred

  • Being able to explain complex concepts in simple terms

  • Passion for winning and the ability to close a deal

  • Strong communicator in English, both written and oral. German, French and/or Dutch are a plus
  • You share the same DNA – we have an obsession with excellence, continuously focus on our personal and professional growth, are resilient entrepreneurs, and true collaborators.

What do we offer?

At Omnia, attracting and retaining top talent is one of our highest priorities. Employee happiness is important to us because we think it is vital for a thriving organization. Therefore, we offer top-notch perks and benefits to make sure we promote happiness in the best way we can:

  • Competitive salary
  • Generous pension plan
  • Full flexibility in working hours
  • Working from home and abroad flexibility
  • Choose your own devices
  • Wednesday Omnia lunches
  • Health & wellness: sponsored memberships
  • Free drinks and fresh fruits
  • Company sponsored social events
  • Recognition program
  • Excellent career growth opportunities
  • NS business cards
  • Green and flexible transportation
  • Referral bonus program
  • Extended parental leave
  • Volunteering events
  • Self-development: training and coaching

Apply If you think this job will perfectly suit your goals and your DNA is a match.

Omnia - Reinventing Retail 

Omnia is the leading SaaS solution for integrated pricing and online marketing automation. Omnia helps retailers regain control, save time and drive profitable growth. The out-of-the-box solution optimizes pricing and maximizes returns from marketing channels like Google Shopping. Omnia services more than 100 leading retailers, including Decathlon, Windeln.de, Tennis Point, Bol.com, Wehkamp, Blokker, and Coolblue. For her clients, Omnia scans and analyzes more than 500 million price points, and makes more than 7 million price adjustments daily.