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Strategic Customer Success Manager, Enterprise

3 weeks, 3 days ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Generative AI Salesforce
Apply Now
Netomi

Netomi

Netomi is an AI-first customer service platform revolutionizing customer support with industry-leading resolution rates and multilingual support.

IT Services
51-250
Founded 2015
$52M raised
View All Jobs 22

Description

  • Run assigned enterprise accounts with plans covering outcomes, adoption, executive alignment, risk mitigation, renewals, and expansion discovery.
  • Maintain customer success plans and roadmaps, including success criteria, stakeholders, milestones, risks, and growth areas.
  • Lead account planning, value reviews, executive engagement, risk reviews, renewal forecasting, and cross-functional coordination.
  • Build trusted relationships with executive stakeholders and connect Netomi’s performance to business outcomes.
  • Lead Executive Business Reviews and roadmap discussions focused on value, priorities, risks, and next steps.
  • Own renewal cycles beginning 180 days before renewal and maintain weekly renewal forecasts across defined risk categories.
  • Identify churn risks at least 90 days before renewal and lead documented mitigation plans.
  • Identify expansion signals and provide Account Management with customer context for opportunity development.
  • Translate customer feedback and delivery issues into prioritized product business cases.
  • Advise customers on agentic AI, generative AI, enterprise CX opportunities, and associated risks.

Requirements

  • 10+ years of experience in enterprise Customer Success, Strategic Account Management, Management Consulting, or comparable post-sales roles in B2B SaaS or enterprise technology.
  • At least 5 years managing complex enterprise customers.
  • Demonstrated success with retention planning, renewal forecasting, executive engagement, risk management, and expansion discovery.
  • Track record of guiding customers from implementation through adoption, value realization, governance, and renewal.
  • Strong executive presence and ability to engage VP- and C-suite stakeholders in high-stakes conversations.
  • Strong commercial, analytical, and program-management judgment with the ability to create measurable action plans.
  • Technical fluency in integrations, architecture discussions, delivery constraints, and business impact.
  • Working knowledge of LLM and agentic AI systems, including prompting, grounding, tool use, evaluation, guardrails, failure modes, and responsible deployment.
  • Daily experience using AI tools productively while maintaining confidentiality, quality, and judgment.
  • Experience with CCaaS and agent desktop platforms such as Salesforce, Zendesk, LivePerson, or Amazon Connect is preferred.
  • Ability to travel 30–50% for customer, executive, and internal meetings.

Interested in this position?

Apply directly on the company website

Apply Now

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