Ometria
Tech / AI / Software
PrincipalCustomerSuccessManager
Neural analysis suggests this role is
optimal for Lead candidates.
“Principal Customer Success Manager at Ometria. Skills: owning and growing enterprise relationships, managing a focused book of highest-ARR clients, setting the standard for delivering value at the enterprise level, owning the commercial relationship, leading executive engagement, ensuring clients see clear, measurable value, driving renewals and expansion, building and maintaining senior stakeholder relationships, delivering strategic guidance and platform expertise, contributing to the strength”
What You'll Achieve.
hit retention targets; drive revenue growth; hit upsell ARR targets; ensure clients see clear, measurable value from Ometria; Deliver on commitments consistently
Industry & Context.
identifying risks early and resolving them before they escalate; take action when something is off; coordinating cross-functional teams to resolve challenges quickly; Identify and close upsell opportunities that genuinely reflect value delivered; Step in to support complex or escalated situations across the wider team when needed
must reside in Massachusetts
What They're Looking For.
Must Have
7+ years of Customer Success experience in an enterprise SaaS organisation, proven track record of owning large, complex, multi-stakeholder accounts with significant ARR, Executive presence, Commercial sharpness, Relationship depth, Data fluency, Technical credibility, Organised and accountable, Salesforce hygiene is good, forecasting is reliable
Nice to Have
exposure to retail, ecommerce or MarTech, you know how to adapt your approach depending on who's in the room, you spot risk and opportunity in account data, you can navigate commercial conversations with confidence, you don't wait to be asked, you build relationships that go beyond the day-to-day contact, your clients trust you because you consistently deliver and tell them what they need to hear, not just what they want to hear, you're comfortable working with and interpreting performance data, you can turn it into a clear narrative that lands with marketing and commercial stakeholders alike, you don't need to be an engineer, but you understand enough about how Ometria works technically (APIs, data feeds, integrations) to hold your own with technical stakeholders and know when to escalate, you manage a complex book of business without dropping balls, you raise the people around you, you share your thinking, contribute to how the team works, generous with your experience
What You'll Do.
hit retention targets
Own the renewal cycle for your book of business end to end
identifying risks early and resolving them before they escalate
Build and maintain a clear picture of customer sentiment across all stakeholders
take action when something is off
Act as a vocal internal advocate for your customers
coordinating cross-functional teams to resolve challenges quickly
Keep leadership informed with timely
accurate updates on account health
Lead commercial negotiations and drive revenue growth
Own end-to-end commercial negotiations for renewals and expansions across a portfolio of high-value North American accounts
working within Ometria's pricing model
Identify and close upsell opportunities that genuinely reflect value delivered
Partner closely with the North American Sales team and leadership to pursue expansion opportunities and hit upsell ARR targets
Build and maintain senior stakeholder relationships
Develop genuine relationships with CMOs
CEOs and marketing and technology leads across large
multi-stakeholder enterprise organisations
Maintain multi-threaded engagement plans
ensure the right Ometrians are involved
Deliver on commitments consistently
Deliver strategic guidance and platform expertise
Become an expert in both the Ometria platform and the ecommerce and retail marketing landscape
Lead Business Reviews
strategic marketing assessments and account planning sessions
connect platform outcomes to your clients' business goals
Use retail intelligence
trends data and platform insights to make credible
forward-looking recommendations
Contribute to the strength of the CS team
Share your methodology and experience with team members
contributing to playbooks
account approaches and how we raise the bar on CS practice at Ometria
Step in to support complex or escalated situations across the wider team when needed
Provide thoughtful input to CS leadership on how we continue to improve as the team grows
How You'll Work.
Team & Collaboration
coordinating cross-functional teams to resolve challenges quickly; Partner closely with the North American Sales team and leadership; ensure the right Ometrians are involved; Share your methodology and experience with team members; contributing to playbooks, account approaches and how we raise the bar on CS practice at Ometria; Step in to support complex or escalated situations across the wider team when needed; Provide thoughtful input to CS leadership
Communication Scope
Executive presence; adapt your approach depending on who's in the room; navigate commercial conversations with confidence; build relationships that go beyond the day-to-day contact; tell them what they need to hear, not just what they want to hear; turn it into a clear narrative that lands with marketing and commercial stakeholders alike; hold your own with technical stakeholders; share your thinking; generous with your experience
Process & Methodology
Own the renewal cycle for your book of business end to end, managing a complex book of business without dropping balls
Full Job Description
Role: Principal Customer Success Manager Location: Remote (MS) — must reside in Massachusetts. We're currently only set up to employ in a limited number of US states. Candidates outside of MA unfortunately can't be considered for this role. We're looking for a Principal Customer Success Manager to own and grow our most important enterprise relationships across North America. You'll be the most senior individual contributor on the US CS team, working with a focused book of our highest-ARR clients and setting the standard for how we deliver value at the enterprise level. **Who are we?** Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers plan and launch their most profitable campaigns and create personalised experiences across email, mobile, on-site, social, direct mail and more. We're trusted by some of the fastest-growing retail brands in the world, including Brooklinen, Davines, Steve Madden and Sephora. We have over 120 Ometrians across North America and Europe, and have raised $75m from investors including Infravia Capital Partners, Octopus Ventures and Summit Action. **The role** Reporting to the Manager of Customer Success, you'll own a focused portfolio of our most strategic North American enterprise accounts — large, complex organisations with multiple stakeholders, significant ARR and high expectations. These are clients where the relationship matters as much as the product, and where the quality of CS work directly affects retention and revenue. You'll take full ownership of the commercial relationship, lead executive engagement and ensure clients see clear, measurable value from Ometria. This is a highly cross-functional role — you'll work closely with our North American Sales team on renewals and expansion, partner with customer and technical teams across the
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