Engagement Manager
Washington DC-Baltimore Area
Job Type
Full Time
Workspace
We firmly believe that past performance is the best indicator of future performance. If you thrive while building solutions to complex problems, are a self-starter, and are passionate about making an impact, we’re eager to hear from you.
Omnia is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
About the Role
As an Engagement Manager at Omnia WorkSpace, you will be at the forefront of driving customer success and long-term value. You’ll serve as the trusted advisor for our customers — orchestrating onboarding, adoption, and ongoing engagement strategies to ensure they unlock the full potential of Omnia. You'll work cross-functionally with Sales, Product, Support, and Marketing teams to create exceptional experiences and deepen customer relationships.
We’re looking for a strategic thinker, a relationship builder, and an operational executor — someone passionate about helping customers succeed and energized by building from the ground up.
Requirements
In a typical week, an engagement manager could expect to:
Lead 3–5 customer onboarding or check-in calls to guide new users and deepen engagement
Create or update tailored success plans and adoption roadmaps for key accounts
Monitor customer health dashboards and proactively reach out to accounts showing risk signals
Prepare and deliver account review presentations (e.g., quarterly business reviews, success milestones)
Respond to customer inquiries and troubleshoot challenges in collaboration with the Support team
Work with Product and Customer Success teams to collect customer feedback and submit feature requests
Identify and prioritize expansion or upsell opportunities based on customer needs and product usage
Coordinate internally with Product and Marketing teams to align on customer enablement content (e.g., webinars, help center articles)
Manage project plans for onboarding timelines, special implementations, or engagement campaigns
Track renewal opportunities, draft renewal proposals, and work with Sales to close renewals
Build or improve internal success playbooks, onboarding templates, or customer journey maps
Occasionally lead customer webinars, product demos, or training workshops
Research industry trends to bring new ideas and best practices to Omnia’s engagement strategies.
This role may require up to 40% travel
Scope of Responsibilities
Customer Onboarding & Implementation: Lead onboarding and implementation for new customers, ensuring a smooth and impactful experience from day one.
Relationship Management: Build trusted relationships with key customer stakeholders, serving as their advocate within Omnia.
Account Strategy & Growth: Identify opportunities for expansion, upsell, and deeper engagement aligned with customer goals.
Adoption Enablement: Develop tailored adoption plans, deliver training sessions, and drive proactive usage of Omnia apps and features.
Customer Health Monitoring: Track customer health metrics, flag risks early, and implement success plans to retain and grow accounts.
Feedback Loop: Serve as a voice of the customer, providing structured feedback to Product, Engineering, and Marketing teams to improve our offerings.
Renewals & Retention: Own renewal conversations and work cross-functionally to ensure a seamless, value-driven renewal experience.
Project Management: Drive projects such as account reviews, onboarding upgrades, customer webinars, and resource development.
Thought Leadership: Contribute to the evolution of customer success best practices, frameworks, and playbooks at Omnia.
Qualifications
U.S. Citizenship is required
Required Skills
3+ years of experience in Customer Success, Account Management, Consulting, or Project Management, ideally in a SaaS or productivity tools environment.
Strong communication and interpersonal skills — you’re clear, persuasive, and empathetic.
Operational excellence: You’re organized, detail-oriented, and able to manage multiple projects and accounts simultaneously.
Strategic mindset: You can see the big picture, connect the dots, and design engagement strategies that scale.
Problem-solving skills: You approach challenges with curiosity, creativity, and a solutions-first attitude.
Technical aptitude: Comfortable understanding and communicating the value of technology products (bonus if you have experience with productivity or collaboration platforms).
Self-starter mentality: You thrive in fast-paced, ambiguous environments and are excited to help build systems and processes from scratch.
Customer-obsessed: You deeply care about customer outcomes and always seek to deliver exceptional service.
Desired Skills
Experience working in an early-stage startup environment
Background in SaaS, productivity tools, project management, or digital transformation
Familiarity with CRM and Customer Success platforms (e.g., HubSpot, Gainsight, Salesforce)
Basic knowledge of workflow automation, integrations, or SaaS ecosystems
About the Company
Company Description
Omnia WorkSpace is redefining productivity. We bring together powerful apps in one unified platform to help individuals, startups, and enterprise teams simplify their workflows, focus their workday, and scale their impact.
Our mission is simple: create one interface to work smarter, not harder. We’re a fast-growing, mission-driven company at the intersection of technology, productivity, and human-centered design. Join us as we build the future of focus.