Strategic Customer Success Manager, Enterprise

Netomi is the leading agentic AI platform for enterprise customer experience. 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.

Responsibilities

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 the portfolio; Lead the internal and customer operating rhythm, including planning, value reviews, risk reviews, executive engagement, renewal readiness reviews, and cross-functional coordination; Build trusted relationships with customer executives and senior business leaders; Lead Quarterly and Executive Business Reviews and roadmap discussions; Identify relationship, adoption, product, delivery, and renewal risks early and establish mitigation plans; Maintain renewal readiness with a documented readiness review at least 180 days before renewal; Provide an accurate weekly customer health assessment to Account Management; Identify and escalate churn risks targeting more than 90 days before renewal, and lead a documented de-risk plan; Identify and document expansion signals and provide Account Management with customer context for opportunities; Turn customer feedback and market signals into prioritized business cases for Product; Represent strategic customer needs in product roadmap discussions; Bring a practical point of view on agentic AI and generative AI for customer executives; Use approved AI tools to improve account research, planning, analysis, follow-up, risk identification, and executive communication

Requirements

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 years managing complex enterprise customers; 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 realization, executive governance, and renewal; 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, turning customer, product, usage, support, and financial signals into clear plans with owners, actions, dates, and measurable outcomes; Technical fluency sufficient to understand integrations, architecture discussions, delivery constraints, and their business impact; 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; Ability to travel 30-50% for key customer, executive, and internal meetings

Nice to have

Experience with CCaaS and agent desktop ecosystems, such as Salesforce, Zendesk, LivePerson, and Amazon Connect; Experience with customer success tools