Strategic Customer Success Manager, Enterprise
- Compensation
- Not disclosed
- Location
- United States (Remote)
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Customer success
- Posted
Skills
Must have
- 10+ years of experience in enterprise Customer Success, Strategic Account Management, Management Consulting, or a comparable post-sales role in B2B SaaS or enterprise technology, including at least 5
- Demonstrated success operating a focused portfolio of high-value accounts, including retention planning, renewal readiness, executive engagement, risk management, and expansion discovery.
- A track record of supporting successful renewals through customer value and readiness, improving retention, managing churn risk, and guiding customers from implementation through adoption, value reali
- Strong executive presence and the ability to build trusted relationships with VP and C-suite stakeholders, lead high-stakes business conversations, and communicate difficult news clearly.
- Strong business, analytical, and cross-functional judgment. You can turn customer, product, usage, support, and financial signals into a clear plan with owners, actions, dates, and measurable outcomes
- Technical fluency sufficient to understand integrations, architecture discussions, delivery constraints, and their business impact. You are not expected to be the solution architect.
- Working knowledge of LLM-based and agentic AI systems, including prompting, knowledge grounding, tool use, evaluation, guardrails, common failure modes, and responsible enterprise deployment.
- Demonstrated daily use of AI tools to improve personal productivity and operating leverage while maintaining quality, confidentiality, and professional judgment.
- Experience with CCaaS and agent desktop ecosystems, such as Salesforce, Zendesk, LivePerson, and Amazon Connect, as well as customer success tools, is preferred.
- Ability to travel 30-50% for key customer, executive, and internal meetings.
Full description
About the Company:
Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.
Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!
About the Role:
We are hiring a Strategic Customer Success Manager to lead the post-sale customer success strategy for a portfolio of Netomi’s most important enterprise customers. You will build and run the plan for each account, connecting the customer’s business priorities to a clear value roadmap, executive engagement plan, risk plan, renewal readiness, and path for growth.
You will own the customer success plan, account operating rhythm, customer health, ongoing executive sponsor relationships, and customer success roadmap from signature through renewal. You will work closely with Account Management to identify and initially size expansion opportunities for AM to qualify and pursue. Account Management owns commercial qualification, renewal and expansion sales, revenue forecasting, pricing, negotiation, and contracting through signature, while Delivery, Field Engineering, and Support own technical execution and issue resolution. Your role is to ensure each customer realizes measurable value, is ready to renew, and has a clear path to expand its relationship with Netomi.
Responsibilities:
Strategic Account Leadership
- Lead the customer success strategy for each assigned account, with a clear operating plan for customer outcomes, adoption, executive alignment, risk mitigation, renewal readiness, and expansion discovery.
- Maintain the customer success plan and customer success roadmap, including success criteria, stakeholder map, executive sponsors, value milestones, adoption priorities, risks, renewal readiness, and growth areas.
- Know the customer health, value delivered, key stakeholders, risks, and expansion potential of every account in your portfolio. Maintain awareness of commercial health and renewal status through AM.
- Lead the internal and customer operating rhythm, including customer success planning, value reviews, risk reviews, executive engagement, renewal readiness reviews, and cross-functional coordination.
Executive Engagement, Value, and Risk Leadership
- Build trusted relationships with customer executives and senior business leaders, and lead conversations that connect Netomi’s performance to customer experience, operational efficiency, and business outcomes.