Customer Success Manager

Location: UK Hybrid

We’re looking for a Customer Success Manager to join our award-winning team of strategic retail marketing experts who empower our clients to harness Ometria’s Customer Data and Experience Platform to deliver amazing experiences for their customers.

Who are we?

Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalized marketing messages all throughout the customer journey.

Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more.

Ometria is trusted by some of the fastest growing retail brands in the world such as Brooklinen, Davines, Steve Madden, and Sephora.

We have a team of over 120 Ometrians based in North America and Europe. We have raised $75m from leading venture capital funds across the world such as Infravia Capital Partners, Octopus Ventures, Summit Action, Sonae IM and many others.

The role

You'll play a pivotal role in delivering value and success for your clients, reporting directly to the Customer Success Team Lead managing a portfolio of our Strategic clients. Your primary focus will be on nurturing client adoption, ensuring maximum client satisfaction, and enabling revenue growth for some of the UK's most innovative retail businesses.

Office Expectations : Mondays are mandatory in the office for the CS team and the office can be used on Wednesdays and Thursdays. Coming into the office is encouraged during onboarding especially for team members to learn from their peers.Onsite client meetings : We do encourage in person customer meetings so time 'in office' or on site with customers is expected and will change from week to week.

What you'll be doing:

Key Outcomes:

• Retain your customers, secure their renewal and hit retention targets
• Amplify Customer Loyalty:Champion customer retention, ensuring seamless renewals and surpassing retention targets.
• Master Sentiment Analysis:Identify and neutralise potential sentiment risks across diverse stakeholders, from end users to top decision-makers, fostering enduring relationships.
• Empower Customer Advocacy: Lead as a vocal customer advocate, steering cross-functional efforts to swiftly resolve challenges to build a pipeline of positive referrals for prospective customers to engage with.
• Strategic Communication: Proactively relay concise updates on pivotal customer wins and obstacles, detailing actionable measures for optimising retention.
• Own end to end commercial negotiations
• Mastery of Negotiations: Oversee end-to-end commercial negotiations and drive renewals with limited escalations to CS leadership
• Upsell Precision: Spot and secure upsells in alignment with our pricing model, achieving ambitious upsell ARR targets.
• Mid-term Upsell Drive:Execute well-timed mid-term upsells in line with pricing structures, hitting upsell ARR goals.
• Value-driven Expansion: Actively pursue and conclude revenue-expanding opportunities that mirror customer value, collaborating seamlessly with revenue teams and CS leadership.
• Develop key stakeholder champions in each of your accounts
• Persona-centric Alignment: Comprehend core personas across Marketing, Tech, and C-suite realms, aligning their aspirations with strategic platform and marketing endeavours.
• Elevate Brand Presence:Actively seek channels to heighten Ometria's visibility within client organisations.
• Deliver on promise: Solidify trusted partner status by unwaveringly fulfilling commitments and delivering on agreed-upon deliverables.

Key Responsibilities:

• Deliver timely and accurate commercial forecasting- Deliver weekly updates to customer health and activity records that support commercial opportunity updates, articulating realistic outcomes that are dependable and of the moment.
• Set and deliver on customer expectations- Deliver each aspect of the customers assigned service level, owning the presentation and delivery of core value driving client engagement such as Business Reviews, Assessments and Strategic marketing plans
• Pre-empt customer escalations and challenges - identify risk factors ahead of time and handle objections and escalations with finesse.
• Drive Strategic customer adoption and value with visibility and buy-in from key decision makers- Become an expert in both the Ometria platform and ecommerce marketing strategies. Engage key stakeholders to align on value delivered and identify what actions are required to mitigate any potential relationship risk.
• Become a a retail expert and deliver strategic guidance- deliver expected customer touchpoints based on their Service level and act as a strategic guide leveraging retail intelligence reports and trends data to make credible recommendations to your clients.

About you:

• Experienced - you have relevant experience managing clients within a SaaS environment. Any previous experience within cross channel / email marketing/ ESP is a bonus
• Excellent communicator - you can communicate confidently and authoritatively with a wide variety of stakeholders.
• First class customer success skills - you know how to make clients happy, and go out of your way to achieve this.
• Data literate - you are comfortable working with, manipulating and interpreting data sets, and have experience working with tools such as Excel and Google Sheets
• Organised and able to work under pressure - you are comfortable working in a fast-paced environment, and can juggle multiple tasks at the same time.
• Proactive learner - you have an interest in both technology and ecommerce, and are willing to do what it takes to become an expert in email marketing.
• Prioritisation - you are meticulous planner and are able to define and deliver against your weekly commitments that drive significant contribution to the Customer teams goals
• Commercially driven - you are comfortable negotiating commercial conversations ideally having ran renewal and expansion opportunities end-to-end in your previous roles

Why join Ometria?

One of our values is “It's awesome to be here”, here are some of the reasons we love working here:

• Team of amazing people
  We are committed to hiring the right people and maintaining our culture as we grow.
• Making sure you’ll have an impact
• We’re solving interesting challenges and you’ll have a say in how we solve them.
• Supporting learning and development
  We’re in this together and want you to become your best and feel supported as you do so. We want all Ometrians to be able to continually learn and grow in their roles
• Going above and beyond to help each other
  We’re all part of the bigger picture. We love helping each other and celebrate success together.

The amazing people of Ometria are the core of our business. We believe in making it awesome to be here for all Ometrians and place a continued focus on making Ometria an inclusive, respectful and diverse environment.

We're an equal opportunity employer and all applicants will be considered for employment without attention to ethnicity, age, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

• 30 days holiday + 1 day on your birthday (plus bank holidays)
• Mental Health Support (Spill, Calm)
• Cycle to work scheme
• Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)
• Professional Development Fund

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We are looking for a Security Engineer. You’ll be directly responsible for safeguarding Ometria’s digital assets by actively managing risks to maintain a secure and resilient environment. You will work closely with our Product and Engineering teams to ensure that security and privacy best practices are followed whilst finding solutions to meet our business  goals.

Who are we?

Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalized marketing messages all throughout the customer journey.

Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more.

Ometria is trusted by some of the fastest growing retail brands in the world such as Brooklinen, Davines, Steve Madden, and Sephora.

We have a team of over 120 Ometrians based in North America and Europe. We have raised $75m from leading venture capital funds across the world such as Infravia Capital Partners, Octopus Ventures, Summit Action, Sonae IM and many others

What you'll be doing:

Key Outcomes:

• Work with the security, legal and people teams to pass the annual ISO 27001 and 27701 audit to reduce the likelihood / impact of incidents and to demonstrate the ‘respect for the trust we’ve been given’ as a business. 
• Identify opportunities to upskill and educate on security and privacy best practices eg. present on tech strategy/tech session/all hands
• Ensure privacy and security measures are integrated into all projects to reduce risk and minimise the chance of incidents 

Key Responsibilities:

• Responding to alerts and security and privacy risk events
• Alert triage
• Identification and assessment of risks
• Following security and privacy playbooks for any incidents
• Writing incident reports
• Building and maintaining expertise in security and privacy through learning and certifications
• Sharing expertise with colleagues by:
• Advising on project risk reduction through security and privacy by design practices
• Helping with vulnerability triage and recommending appropriate fixes or mitigations
• Recommending improvements to policies and processes of the company
• Building trust in the company through participation in ISO 27001 and 27701 audits, working with penetration testers and external security researchers, and input into sales questionnaires and client vendor security reviews

About you:

• Experienced - You will have previously worked for 3+ years developing in / administering an AWS cloud environment and can make improvements to AWS configurations. Prior experience using terraform would be an advantage.

• Curious - you are excited about technology and like learning new things. You take proactive steps to educate yourself on what’s happening in the security and privacy industry, and how this can better inform our internal practices

• Accountability - You work with a level of independence on tasks / projects that you are assigned and are able to identify challenges to minimise delay or impact. You work diligently to finish your work within agreed deadlines.
• Analytical skill - You utilise evidence and data to methodically make informed decisions and are comfortable analysing large amounts of data. You are able to critically consider projects and identify security and privacy risks.
• Business Focus- Ability to identify risk whilst pragmatically considering the commercial impact and necessary actions
• Confident communicator -You contribute to Engineering scoping discussions and are confident giving  constructive feedback and challenging ideas with a wide variety of stakeholders. You feel comfortable presenting best practice updates and training to internal audiences.

The amazing people of Ometria are the core of our business. We believe in making it awesome to be here for all Ometrians and place a continued focus on making Ometria an inclusive, respectful and diverse environment. 

We're an equal opportunity employer and all applicants will be considered for employment without attention to ethnicity, age, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

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Product Manager - Remote or Hybrid

We are looking for a Product Manager to help our Product Team execute against our ambitious growth goals. This role will be a pivotal part of our continued success in the UK but also support our US expansion plans and help us win there.

Who are we?

Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalised marketing messages all throughout the customer journey.

Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more.

Ometria is trusted by some of the fastest-growing retail brands in the world such as Brooklinen, Davines, Steve Madden, and Sephora.

We have a team of over 120 Ometrians based in North America and Europe. We have raised $75m from leading venture capital funds across the world such as Infravia Capital Partners, Octopus Ventures, Summit Action, Sonae IM and many others.

The role

As a Product Manager for the Smart AI team, you will lead the charge in developing new enhancements for our platform and devising innovative strategies to deliver greater value to our clients. You won't tackle this alone; rather, you'll collaborate closely with a dedicated team of developers, data scientists and designers. Together, you'll collectively shape the future of our AI initiatives.

Your primary focus will be building upon the foundations of our deep set of retail data with ML/AI powered features that enable marketers to act with improved efficiency and deliver greater content personalisation to their customers.

With end-to-end responsibility for managing the roadmap within your domain, you will identify strategic opportunities and spearhead initiatives aimed at enhancing the overall customer experience and propelling business growth. Reporting directly to the Lead Product Manager, you'll play a central role in charting the course of our product's evolution, ensuring our continued leadership in innovation within the retail industry.

What you'll be doing:

Key Outcomes:

Manage roadmap end-to-end:

• Own the end-to-end management of the product roadmap, ensuring alignment with company goals, customer feedback, and market trends.
• Successfully prioritize features and initiatives based on strategic importance, resource availability, and customer impact, effectively balancing short-term needs with long-term vision.

Deliver on commitments:

• Uphold a track record of reliability and accountability by consistently delivering on promises and meeting agreed-upon deadlines.
• Build trust and credibility with customers and internal teams by ensuring that product deliverables meet or exceed expectations and are aligned with stated objectives.

Enhance customer experience:

• Elevate the customer experience by delivering intuitive and impactful product improvements that delight users and drive customer satisfaction.
• Proactively gather and analyze user feedback, incorporating insights into product development cycles to continuously improve usability and functionality.

Achieve revenue growth targets:

• Drive revenue growth through the successful launch of new product features and enhancements that drive customer adoption, retention, and expansion.
• Collaborate closely with sales and marketing teams to identify opportunities for upselling and cross-selling, effectively maximizing customer lifetime value.

Stakeholder engagement and alignment:

• Cultivate strong relationships with key stakeholders across the organization, including engineering, sales, marketing, and customer success, to ensure alignment and support for product initiatives.
• Effectively communicate product vision, strategy, and roadmap updates to internal teams and external stakeholders, fostering collaboration and buy-in.

Drive product innovation:

• Spearhead the development of new features and enhancements to the platform, driving innovation that addresses customer needs and market demands.
• Continuously identify opportunities to deliver value-added solutions that differentiate our product from competitors and strengthen our market position.

Key Responsibilities:

Work with the Senior Leadership team to shape the roadmap

• Identify new opportunities to enhance the product based on your conversations with our senior leadership team, customers, retail space knowledge and trends

Educate customers and internal stakeholders on new features

• Own the presentation and delivery of key customer engagement activities such as product demonstrations, roadmap reviews, and strategic planning sessions.

Oversee and execute end-to-end product development process on time

• You will be in charge of overseeing and executing the discovery, development and release of features within your team with the help of the product design, engineering manager, development and technical writer teams

Project manage and communicate challenges

• Identify risk factors ahead of time and handle communications with relevant stakeholders promptly

Set and deliver on business and customer expectations

• Provide your team with the business context and customer needs for each project to ensure they have all the information they need to make decisions and be autonomous

Be a retail expert and understand user needs

• You will be in charge of the user research which will give you plenty of opportunities to learn about our users and the needs of retail businesses

Understand our customers data

• In order to deliver data driven products you will understand the vast datasets we have and help create insights, derive ideas and solutions for the features you’re in charge of

About you:

• At least 3-4 years of product management experience in an enterprise software organisation bonus if any is in the marketing space.
• Experienced with ML/AI - you have proven product management experience with ML/AI features on products utilising large data sets.
• User-focused - you care deeply about users and their experience using a product. You collect data and lead sessions to become an expert on who they are.
• Curious - you are always keen to understand the ‘why?’
• Outcome orientated - you always want to take ownership to solve a problem and keep your eye on the prize.
• Pragmatic - you know that the most comprehensive way of solving a problem is not always the best way

Ometria culture:

If you care about working in an environment where culture is valued and nurtured, please read more about our values here.

Benefits

• 30 days holiday + 1 day on your birthday (plus bank holidays)

• Health Insurance (Bupa)

• Mental Health Support (Spill, Calm)

• Cycle to work scheme

• Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)

• Professional Development Fund

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Product Manager - Remote

We are looking for a Product Manager to help our Product Team execute against our ambitious growth goals. This role will be a pivotal part of our continued success in the UK but also support our US expansion plans and help us win there.

Who are we?

Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalised marketing messages all throughout the customer journey.

Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more.

Ometria is trusted by some of the fastest-growing retail brands in the world such as Brooklinen, Davines, Steve Madden, and Sephora.

We have a team of over 120 Ometrians based in North America and Europe. We have raised $75m from leading venture capital funds across the world such as Infravia Capital Partners, Octopus Ventures, Summit Action, Sonae IM and many others.

The role

As a Product Manager for the Smart AI team, you will lead the charge in developing new enhancements for our platform and devising innovative strategies to deliver greater value to our clients. You won't tackle this alone; rather, you'll collaborate closely with a dedicated team of developers, data scientists and designers. Together, you'll collectively shape the future of our AI initiatives.

Your primary focus will be building upon the foundations of our deep set of retail data with ML/AI powered features that enable marketers to act with improved efficiency and deliver greater content personalisation to their customers.

With end-to-end responsibility for managing the roadmap within your domain, you will identify strategic opportunities and spearhead initiatives aimed at enhancing the overall customer experience and propelling business growth. Reporting directly to the Lead Product Manager, you'll play a central role in charting the course of our product's evolution, ensuring our continued leadership in innovation within the retail industry.

What you'll be doing:

Key Outcomes:

Manage roadmap end-to-end:

• Own the end-to-end management of the product roadmap, ensuring alignment with company goals, customer feedback, and market trends.
• Successfully prioritize features and initiatives based on strategic importance, resource availability, and customer impact, effectively balancing short-term needs with long-term vision.

Deliver on commitments:

• Uphold a track record of reliability and accountability by consistently delivering on promises and meeting agreed-upon deadlines.
• Build trust and credibility with customers and internal teams by ensuring that product deliverables meet or exceed expectations and are aligned with stated objectives.

Enhance customer experience:

• Elevate the customer experience by delivering intuitive and impactful product improvements that delight users and drive customer satisfaction.
• Proactively gather and analyze user feedback, incorporating insights into product development cycles to continuously improve usability and functionality.

Achieve revenue growth targets:

• Drive revenue growth through the successful launch of new product features and enhancements that drive customer adoption, retention, and expansion.
• Collaborate closely with sales and marketing teams to identify opportunities for upselling and cross-selling, effectively maximizing customer lifetime value.

Stakeholder engagement and alignment:

• Cultivate strong relationships with key stakeholders across the organization, including engineering, sales, marketing, and customer success, to ensure alignment and support for product initiatives.
• Effectively communicate product vision, strategy, and roadmap updates to internal teams and external stakeholders, fostering collaboration and buy-in.

Drive product innovation:

• Spearhead the development of new features and enhancements to the platform, driving innovation that addresses customer needs and market demands.
• Continuously identify opportunities to deliver value-added solutions that differentiate our product from competitors and strengthen our market position.

Key Responsibilities:

Work with the Senior Leadership team to shape the roadmap

• Identify new opportunities to enhance the product based on your conversations with our senior leadership team, customers, retail space knowledge and trends

Educate customers and internal stakeholders on new features

• Own the presentation and delivery of key customer engagement activities such as product demonstrations, roadmap reviews, and strategic planning sessions.

Oversee and execute end-to-end product development process on time

• You will be in charge of overseeing and executing the discovery, development and release of features within your team with the help of the product design, engineering manager, development and technical writer teams

Project manage and communicate challenges

• Identify risk factors ahead of time and handle communications with relevant stakeholders promptly

Set and deliver on business and customer expectations

• Provide your team with the business context and customer needs for each project to ensure they have all the information they need to make decisions and be autonomous

Be a retail expert and understand user needs

• You will be in charge of the user research which will give you plenty of opportunities to learn about our users and the needs of retail businesses

Understand our customers data

• In order to deliver data driven products you will understand the vast datasets we have and help create insights, derive ideas and solutions for the features you’re in charge of

About you:

• At least 3-4 years of product management experience in an enterprise software organisation bonus if any is in the marketing space.
• Experienced with ML/AI - you have proven product management experience with ML/AI features on products utilising large data sets.
• User-focused - you care deeply about users and their experience using a product. You collect data and lead sessions to become an expert on who they are.
• Curious - you are always keen to understand the ‘why?’
• Outcome orientated - you always want to take ownership to solve a problem and keep your eye on the prize.
• Pragmatic - you know that the most comprehensive way of solving a problem is not always the best way

Ometria culture:

If you care about working in an environment where culture is valued and nurtured, please read more about our values here.

Benefits

• 30 days holiday + 1 day on your birthday (plus bank holidays)

• Health Insurance (Bupa)

• Mental Health Support (Spill, Calm)

• Cycle to work scheme

• Enhanced Financial Benefits (Salary Sacrifice Pension, DIS, Income Protection)

• Professional Development Fund

See more jobs at Ometria

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Marketing Manager - New York - Hybrid

Who are we?

Ometria is a CDXP (Customer Data and Experience Platform) built specifically for retail brands. Our solution helps brands increase revenue and team efficiency by combining powerful CDP capabilities with cross-channel orchestration, execution, and AI capabilities.

Our proprietary AI-driven product, Architect™, analyses your data, benchmarks you against hyper-relevant retailers, evaluates customer audiences and highlights strategies to put you on the fastest route to growth. Surface your most profitable, successful customer opportunities on an ongoing basis, across all your channels.

We are trusted by the fastest-growing retail brands in the world such as Steve Madden, Brooklinen, Holt Renfrew and Sephora.

We have a team of over 120 Ometrians based in Europe and North America and have raised $75m from leading venture capital funds across the world such as Infravia Capital Partners, Octopus Ventures, Summit Action, Sonae IM and many others.

Responsibilities:

• Deliver a detailed set of initiatives that will ensure the NA team hits their IPM, opportunity and revenue targets. This includes choosing and hosting events, trade shows, dinners,  webinars and Lifecycle.
• Deliver bespoke collateral for the sales and partnerships team to support prospects and opportunities. This includes creating one pagers, sales decks, partnership decks and any other collateral that the revenue function requires to influence or win deals.
• eliver outreach content for the sales and partnerships team to support lead generation. This includes helping with messaging and positioning, articulating pain points, technology stack and the value Ometria drives.
• Deliver NA specific content to generate pipeline and influence deals. This includes advisory board content, LinkedIn posts, thought leadership, landing pages, analyst relations, keyword optimization and competitor analysis.

Outcomes:

• Generate X opportunity credits

• Influence x% of IPMs

Competencies:

• Individual contributor - you are able to create high-quality content and take full ownership and accountability of marketing initiatives in NA
• Experienced - you will have 2+ years’ experience in an outbound role, building relationships in a sales team that sells a B2B product. You have consistently exceeded your targets.
• Curious- you are excited about technology and the value Ometria offers retailers. You take proactive steps to educate yourself on what’s happening in the industry, and how you can perform better in your role.
• Driven - you want to succeed, you always succeed, and you’re able to do so with minimal support.
• Excellent communicator - you can communicate confidently and authoritatively with a wide variety of internal and external stakeholders.
• Personable - you know how to make prospects comfortable, and they find you both engaging and credible in all conversations.

• Unlimited paid time off
• Health Insurance
• Dental
• Vision
• Mental Health Support

The amazing people of Ometria are the core of our business. We believe in making it awesome to be here for all Ometrians and place a continued focus on making Ometria an inclusive, respectful and diverse environment.

We're an equal opportunity employer and all applicants will be considered for employment without attention to ethnicity, age, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

See more jobs at Ometria

Apply for this job