Customer Success Manager

Job Description:

About This Role

Customer Success Manager - Omnissa

The Customer Success Organization allows you to be flexible in the way you work with your customers. Every day is different as you will partner with your customers to achieve their desired business outcomes. We create long-term impact while driving near-term results.

Success in the Role: What are the performance outcomes over the first 6 months you will work toward completing?

Within 1 month of employment, you will be able to:

• Successfully develop relationships with key stakeholders within your assigned accounts and the internal account teams.
• Understand Omnissa's EUC platform and services, including Workspace ONE UEM, Workspace ONE Access, Horizon, and Workspace ONE Intelligence, and how they combine to deliver a unified digital workspace.
• Get familiar with the internal Customer Success tools and processes.
• Leverage the attributes of community by reaching out to team members and learning from experience.
• Effectively facilitate communication between customers and internal teams regarding customer priorities.

Within 3 months of employment, you will be able to:

• Think strategically about customer success and adapt your approach based on individual and customer needs.
• Manage a variety of customers across industries and product lifecycles by combining direct touchpoints and automation.
• Speak credibly to common EUC deployment patterns - modern management of Windows, macOS, iOS, and Android endpoints with Workspace ONE UEM; virtual desktop and application delivery with Horizon (on-premises and cloud/DaaS); and identity, SSO, and conditional access with Workspace ONE Access.
• Serve as a customer advocate in driving industry best practices and customer use cases internally.
• Partner with your customers to build and maintain business outcome focused Success Plans mapped to their adoption of the Omnissa platform.

Within 6 months of employment, you will be able to:

• Proactively identify ways to maximize customer growth, increase consumption, and retention opportunities across the Workspace ONE and Horizon portfolios.
• Use Workspace ONE Intelligence and DEX (Digital Employee Experience) insights to demonstrate measurable value, identify adoption gaps, and drive data-informed success conversations.
• Manage multi-level customer engagement that maximizes the relationship and knowledge of the customer.
• Help develop a roadmap for future deployments based on customers' specific business drivers - for example, expansion from device management into DEX, Horizon modernization, or Zero Trust initiatives leveraging Access and UEM together.
• Contribute to the library of customer success assets (customer references, case studies, success plans, templates, playbooks) and thought leadership (methodology, point of view, process improvements).
• Live and breathe Omnissa's values to ensure success.

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Maximize the value of a customer's investment, aim for an increase in utilization, and identify new opportunities while ensuring customer retention.
• Develop and manage Customer Success Plans for your customers, ensuring accountable parties are on track to deliver on the customer's desired business outcomes.
• Guide customers through adoption milestones across the Omnissa stack - UEM enrollment and modern management rollouts, Horizon pod/cloud deployments, Access identity integrations, and Intelligence dashboard and automation adoption.
• Collaborate with the support, engineering, sales, and architect teams to ensure that customers are healthy in their consumption of products and any issues are addressed in a timely manner.
• Build strategic relationships with customer business decision makers and key stakeholders.
• Foresee risk and implement mitigation strategies to ensure customer health.
• Work with the product management team to ensure customer feature requests are addressed.
• Build and nurture relationships across accounts to firmly secure our partnership and commitment to the customer's success while expanding both relationship and product adoption deeper and wider.
• Deliver business and technical presentations from admin to an Executive-level audience that articulate the impact of feature adoption and deployment to your customer's transformational business strategies.
• Travel up to 20% of the time.

Technical Skills & Experience

Required:

• Working knowledge of the Omnissa EUC portfolio, or equivalent experience with the legacy VMware EUC product line:
  • Workspace ONE UEM - unified endpoint management across Windows, macOS, iOS, Android, and rugged/frontline devices; enrollment methods, profiles, compliance policies, and application lifecycle management.
  • Workspace ONE Access - identity management, SSO, multi-factor authentication, conditional access, and integrations with identity providers such as Microsoft Entra ID (Azure AD) and Okta.
  • Horizon - virtual desktop infrastructure (VDI) and published applications, both on-premises and cloud-hosted (Horizon Cloud / DaaS); familiarity with instant clones, App Volumes, and Dynamic Environment Manager is a plus.
  • Workspace ONE Intelligence - analytics, automation workflows, and Digital Employee Experience (DEX) management.
• Understanding of core EUC concepts: modern management vs. legacy PC lifecycle management, BYOD and corporate-owned device strategies, application virtualization and delivery, and Zero Trust security architecture.
• Familiarity with adjacent enterprise ecosystems: Microsoft 365/Intune coexistence scenarios, Apple Business Manager, Android Enterprise, certificate services (PKI), and common directory/identity platforms.

Preferred:

• Hands-on administration experience or industry certifications in Workspace ONE or Horizon (e.g., Omnissa/VMware certified professional credentials in EUC).
• Experience guiding customers through platform migrations (e.g., legacy management to modern management, on-premises Horizon to cloud).
• Ability to interpret product telemetry and adoption data to build consumption and health narratives.
• Experience with ITSM and productivity ecosystems commonly integrated with EUC platforms (ServiceNow, Microsoft 365, Google Workspace).

What is the leadership like for this role? What is the structure and culture of the team like?

The EUC Customer Success team is focused on outcomes, not just activity, helping our customers to consume their Omnissa solutions and to gain value from their partnership with Omnissa. We are critical to the success of Omnissa and celebrate our role in the future of the company. We strive to have a diverse, but unified team, one which is entirely focused on our customers and their success. We do the right thing for the customer so when our customers achieve their outcomes, we are successful too. We are an open team who share best practice, and everyone wants their colleagues to succeed and to develop a meaningful career and network within Omnissa and the industry. We support each other and want to give back to each other and our communities so welcome innovation and creativity at all levels to be a meaningful contributor in our countries and societies.

Location: Remote - located in or near Atlanta, GA

Travel: May be required to support customer engagements and business needs.

Education: Bachelor's degreeor equivalent combination of education and relevant professional experience.

This role is eligible for commission and the typical On-Target Earnings (OTE) range is USD $115,687.50 - $192,812.50 per year. Actual compensation offer may vary from posted hiring range based upon geographic location, work experience, education, skill level, or other relevant factors. In addition to competitive compensation, Omnissa offers a variety of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, paid-time off, growth opportunities, and more