• Own and manage a portfolio of smb and mid-market customers • Build strong relationships with key stakeholders, including Admins, DevOps leaders, and executives • Act as the primary post-sales point of contact • Lead onboarding and implementation in partnership with Technical Account Managers (TAMS) • Define success plans aligned to customer goals and use cases • Drive product adoption and ensure customers are leveraging key Flosum capabilities • Help customers mature their Salesforce DevOps processes • Identify gaps in release management, governance, and compliance workflows • Provide strategic guidance and best practices • Partner with Renewal Managers to support renewals and identify upsell/cross-sell opportunities • Monitor account health and proactively mitigate risk • Drive customer outcomes that lead to expansion • Partner with Product to relay customer feedback and influence roadmap • Work with Support to ensure timely resolution of issues • Collaborate with Marketing on customer advocacy (case studies, references)

Role Description The Customer Success team is responsible for the relationship between Omnigo and our customers. This critical function is responsible for engaging with our customers to drive adoption and demonstrate ongoing value to ensure high customer retention. The Customer Success Manager is a key member of the organization as it acts as the overall facilitator for customer communications and ultimately owns the account relationship. It is the expectation of the role that they’ll work with their customers to appropriately understand, manage, and assist them with day-to-day business needs by acting as a single point of contact for the account and coordinating with all other Omnigo business functions as needed. - Drive retention and growth for our customers by understanding their business needs and helping them succeed - Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement - Account owner for named accounts that will coordinate and facilitate across all business functions within the organization - Maintain data in Salesforce, including contacts, key initiatives, budgets, stakeholders, forecasts, and campaigns - Represent the voice of the customer to inform our sales process and product roadmap - Own renewals from quote to invoice, as well as upsells of existing products and services to grow their assigned book of business - Target and grow revenue within assigned accounts by uncovering cross-sale opportunities for sales - Work with customers to develop a success plan that outlines how Omnigo adoption will address their needs both immediately and in the future - Enlist super fans to act as references, lead user groups, & participate in the community - Be a liaison to drive attendance to trainings, webinars, educational curriculum, and seminars - Identify meaningful ways to engage low usage and at-risk accounts based on data monitoring as well as qualitative knowledge of the account Qualifications - 2+ Years in a customer-facing or Customer Success role within an enterprise software or software-as-a-service organization - A passion for Customer Engagement and service mentality - Proven record of creating and maintaining business partnerships and relationships, “do-er” mentality with a hands-on, passionate, curious, empathetic approach, and the grit to get things done - Results-driven and proven ability to meet or exceed quotas - Experience with the annual renewal process is preferred - Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment - Excellent oral and written communication skills - Must be proficient in PowerPoint and comfortable presenting to all levels of an organization - Highly organized with the ability to work independently and be accountable for results with minimal supervision - Experience with Salesforce or a similar CRM tool and Gainsight or a similar Customer Success tool preferred - Gaming, Security and Surveillance or Public Safety experience welcomed - Approx. 25% travel for customer visits and conferences Benefits - EOE/M/F/Disabled/Vet - This company is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, age, disability or protected veteran status. - All qualified applicants will receive consideration for employment.

• Manage and nurture relationships with Spanish-speaking clients (some in the US), delivering exceptional customer success through proactive support and process-driven approaches. • Handle onboarding, training, and occasional in-person events, primarily in Mexico City or Monterrey (preferred location; otherwise, availability for travel required). • Utilize tools like HubSpot, Teams, and Zoom to track client progress, resolve issues, and ensure adoption in a high-growth environment. • Collaborate with internal teams to escalate feedback, optimize processes, and contribute to client retention and expansion.

• Own day-to-day relationships with 200+ marketplace and strategic partners • Act as the primary point of contact for non-technical partner inquiries • Ensure partners are successfully onboarded, activated, and continuously engaged • Proactively identify and address partner issues, risks, and growth opportunities • Drive partner accountability and ensure alignment with Hostaway processes and expectations • Own the onboarding of partners and activation • Track partner activity, engagement, and operational performance • Coordinate and manage partner communications (updates, campaigns, newsletters) • Collaborate with Product, Support, and Partnerships teams to resolve partner issues • Identify gaps in workflows and propose process improvements