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Senior Customer Success Manager

3 weeks ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Apply Now
Omilia

Omilia

Omilia is a global leader in Conversational AI, offering AI-based self-service solutions for enhanced customer care fulfillment and success.

IT Services
251-1K
Founded 2002
$20M raised
View All Jobs 27

Description

  • Own and grow executive relationships with VP- and C-suite-level stakeholders across 3-5 strategic enterprise accounts.
  • Develop and manage 30-60-90 day success plans for each account, including current state, target state, and action planning with executive sponsors.
  • Lead performance review conversations end-to-end, presenting the business narrative, defending recommendations, and translating data into executive-level insights.
  • Partner with Account Management to drive renewals and expansion by ensuring customers realize value from the Omilia platform.
  • Work cross-functionally with Sales, Account Management, Delivery, and Product to close, deploy, and measure agentic migrations.
  • Build and codify the migration playbook and share best practices across the Customer Success team.
  • Model best-in-class strategic CSM behavior in executive engagement, value storytelling, and customer ownership.
  • Mentor and coach CSM peers on consultative customer engagement and executive relationship management.
  • Co-lead high-stakes customer escalations with the VP when senior intervention is needed.

Requirements

  • 10+ years of progressive experience in customer success, strategic account management, management consulting, or enterprise transformation roles within B2B SaaS or technology services.
  • Deep expertise in contact center or conversational AI domains.
  • Strong working knowledge of IVR, NLU, agentic AI, containment, automation, CSAT, and enterprise contact center operations.
  • Top-tier management consulting background, with experience at firms such as Deloitte, PwC, EY, KPMG, Accenture, or equivalent.
  • Proven success managing strategic enterprise accounts at scale with executive-level relationships.
  • Strong analytical mindset with business and technical acumen.
  • Ability to interpret performance data, identify strategic implications, and present recommendations to executive stakeholders.
  • Credible technical conversation skills with customer engineering and platform teams.
  • Strong executive presence and comfort engaging C-suite and VP-level stakeholders as a strategic peer.
  • Preferred: experience leading complex, multi-stakeholder transformation programs across business, IT, and operations.
  • Preferred: industry experience in banking, insurance, healthcare, utilities, or quick-service restaurants.
  • Preferred: experience building, scaling, or leading a customer success function.
  • Preferred: ability to operate effectively in ambiguous environments without predefined playbooks.
  • Fully remote, US-based.
  • Approximately 2-3 trips per quarter to customer sites and Omilia events.

Benefits

  • Fixed compensation.
  • Long-term employment with working days vacation.
  • Professional development support, including courses and training.
  • Opportunity to work on cutting-edge technology products with global impact in the service industry.
  • Collaborative, fun-to-work-with colleagues.
  • Apple gear provided.
  • Direct collaboration with senior leadership, including the CEO and executive team.

Interested in this position?

Apply directly on the company website

Apply Now

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