Customer Success Manager

About this role

Job Description:
Who We Are
Omnissa is shaping the future of End User Computing. Our innovative solutions, including Workspace ONE and Horizon, empower organizations to deliver seamless, secure digital workspaces. We’re proud to serve a broad base of numerous Fortune 500 companies as well as leading government institutions and agencies, helping them power secure, scalable digital work environments.
As a recently independent company backed by KKR, we’re in high-growth mode—scaling rapidly and building for the future.

At Omnissa, we are committed to maintaining a fair, consistent, and secure hiring process for all candidates. As part of this approach, we use standard interview and verification practices designed to ensure alignment and protect both candidates and the organization. These practices are applied thoughtfully and with respect for candidate privacy.

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…