Customer Success Manager

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Our Mission

The way businesses buy stuff is completely broken. Whether it's SaaS, hardware, or contractors, the average B2B purchase takes over 3 months, requires 50+ emails, and involves multiple different stakeholders (IT, Legal, InfoSec, Finance, etc.). No one likes the way it is and it's slowing businesses down.

Omnea's platform handles the entire purchasing process: giving employees an easy place to make requests (Intake), managing the necessary approvals for the purchase to be made (Approvals Engine), and automating all renewals management & supplier risk assessments. Omnea gives both buyers, and finance & procurement leaders critical visibility into how, when, and why money is being spent.

Given the current market's increased focus on capital efficiency, there has never been a more vital time for businesses to use Omnea and get control of their spend. This is why we're one of the fastest growing Series A B2B businesses in Europe, backed by tier-1 VCs like Accel, First Round, & Point Nine.

Welcome to Spend Control 2.0 - built for tougher times.

What we're looking for

We're looking for our first Customer Success Account Manager to join Omnea's customer team. You'll be excited to own expansion quotas and renewal outcomes for our rapidly scaling customer base, to build a function and to have a massively accelerated career trajectory.

You will own the relationship with our customers throughout the entire customer lifecycle, playing a crucial role in managing our largest and most strategic customers. Your key focus will be to ensure customers get meaningful value from Omnea from the earliest stages & beyond, and through your expertise and the building of deep & long-term relationships with our champions, you will drive renewals, expansion and upsell opportunities. You'll become a trusted advisor & partner to our customers & stakeholders at all levels (from the procurement managers up to the CFOs) and be the voice of the customer internally, working closely with teams across the business (both technical and commercial) to help ensure we are truly operating with customer-centricity at our core.

You'll be joining us at an incredibly exciting time, just as things are starting to take off! We're a Series A company having raised $25m from Accel, Point Nine, First Round, and 50+ renowned founders and industry experts. We've built an incredible & passionate team - every member was a top performer at their previous business - and our CEO, CCO & CFO went on a similar journey with Tessian, going from $0-30m ARR / $8-$500m valuation, and from pre-seed to Series C (Sequoia, Accel, etc.).

We've spent the past 18 months building & deploying our platform to many of the greatest tech companies out there (Lookout, McAfee, Onfido, Typeform, Proofpoint, etc.), all whilst managing to stay lean & operate efficiently.

Now we're ready to scale. We are looking for our first Customer Account Lead to help make Omnea one of Europe's leading tech businesses: come build with us!

What Can You Expect?

You'll do whatever it takes to support & champion our customers in their journey with Omnea. There'll be a constant mix of strategic work (advising customers on company-wide transformation projects, refining our account management playbooks & processes, etc.) and operational work (driving upsell & expansion conversion, managing enterprise onboarding & deployments with your dedicated Solutions & Implementation Lead, etc.). And you'll consistently be building meaningful relationships with customers, becoming their go-to person for all things Omnea.

• You'll focus on delivering long-term customer value in every interaction and build lasting relationships through consistent engagement with our customers - from the end users (Procurement/Finance/Ops ICs) through to the senior management of the companies (CFOs/CIOs/COOs) - resulting in deep trust, strong champions and reference points for all future customers.
• You'll be a trusted & strategic advisor to our customers, ensuring they are successful by partnering with key champions & executive sponsors to develop & execute a mutually agreed-upon success plan covering their entire lifecycle. You'll act as their product expert, from advising on best-in-class configuration of the platform to sharing learnings from or introductions to similar customers.
• You'll own the retention and churn outcomes:
  • You'll proactively drive towards renewal conversations and identity & close opportunities for multi-year contract extensions.
  • You'll lead efforts to mitigate customer concerns, reduce churn, and enhance overall customer satisfaction and retention, focusing on both proactive and reactive strategies.
• You'll own Net Revenue Retention targets, identifying & closing expansion opportunities. You'll proactively nurture customer accounts, deepening their understanding of product vision, value proposition and features.
• You'll identify advocates and expand our customer community to accelerate our GTM motion. You'll develop and implement proactive initiatives to increase customer adoption and engagement: co-hosting Omnea roundtables with Sales, writing customer newsletters/blog posts/thought leadership etc. with Marketing. You'll become well-known in this space.
• You'll form a pod with a Solutions & Implementation Lead to ensure you are well supported in expanding the accounts. Bring in our Technical Solutions Experts if you need support and the customer wants to go deeper.
• You'll partner with teams across the company - Product, Marketing, Sales - to integrate and align our retention & expansion strategies, translating customer insights into actionable feedback and help strategically guide the direction of the product based on the voice of the customer feedback. You'll leverage these relationships to achieve success for your customers.

As we scale our Customer function, you'll have an outsized impact on the business, working with our most strategic customers and defining our Customer Account Management & Success playbooks from the earliest stages. The future scope of this role will be defined by the person who takes on the challenge and ultimately, it is hoped that this person will become a future leader at Omnea.

About You

TL;DR: you're ambitious & hard-working, and you're as comfortable handling technical product demos as you are communicating to Execs about the success of a project. You make up for any potential lack of experience with hunger and a constant growth mindset. You are someone who will succeed at whatever you put your mind to. You're intelligent & can work stuff out from first principles. You derive energy from building meaningful relationships, building a community & network around you, and being a true advocate and champion of our customers.

• You have 5-7 years of experience succeeding in a B2B SaaS commercial role (i.e. you know you can sell! And can manage the longer-term success of customer accounts). You will have consistently performed at the top of your team and are well-known/have a demonstrable history of having the happiest and most successful customers.
• You're entrepreneurial and want to be part of building a business. You want to rise faster or earn more than would be possible in any 'normal' career and you're happy to roll up your sleeves and do whatever's required. FYI, we've signed up to the Future Founder Promise.
• You've got a track record of exceptional performance, whether it's in academia, work, sport, a sales team, or whatever else you've put your mind to.
• You have strong commercial intuition and have the gravitas to sell to senior leadership (eg. CFOs, CIOs).
  • You can build a deep understanding of customers' underlying business drivers and how to construct & execute against cross-functional business plans to deliver successful outcomes & value for customers.
  • You can proactively recognise expansion opportunities and mitigate issues that could affect revenue retention.
• You're an outstanding communicator; verbal, written, and when presenting. You're exceptionally articulate, concise and clear in all forms of communication and have the ability to build rapport, influence people & drive change, whether it's with a distinguished exec, technical expert or a junior operator. You build ultimate trust with customer stakeholders.
• You're intelligent and have the capacity to rapidly understand our product inside and out, without the crutch of relying on sales engineers. You can simplify complex problems and translate them into next steps, product configuration or new feature requests.
• You're outcomes-focused, and balance the ability to think strategically with a heavy bias to action, always focused on "so what's the next step?".
• You are proactive & crave accountability, ****proactively pushing initiatives forward and making the best use of the resources available to you.
• You're able to ruthlessly prioritise, are highly organised and focused on outputs > inputs. You are efficient & autonomous and don't compromise on quality.
• You're ambitious, competitive, and care lots about your career. You are probably happiest when working really hard and solving challenging problems/winning deals. You know this requires dedication & some sacrifice but you think it's worth it.
• You work hard & care lots about your work. You are ambitious & want to have a successful career. This requires sacrifice & dedication but you think it's worth it
• You're just a really good human. You're empathetic and reliable. You build trust with people you work with and are highly collaborative. You have minimal ego, seek feedback to continuously hone your craft and try to bring out the best in everyone around you.

At Omnea, we embrace diversity. To build a product that's loved by everyone, we're best served by a team with all sorts of backgrounds, experiences, and perspectives. We encourage you to apply even if your experience doesn't quite match the full job spec! And regardless of your race, religion, colour, gender, or anything else! If you think you could be a good fit for Omnea, please reach out.

A few things to note:

• We work Tuesdays, Wednesdays & Thursdays in-person at our offices. At this early stage of our company life-cycle it's important to us that we get this together-time, and you can read more about why we believe this is a winning move here
• We're commercial, ambitious and we don't pretend otherwise! We're actively seeking folks looking to make the most of a career-defining opportunity, with the hunger to be part of building something really impressive. You can see our values here
• We sometimes use AI note-takers to help us transcribe interview notes, so we can be more present in your interview. If you'd like to opt out of us using automatic transcribers, please note this in the free text field in your application.