Strategic Customer Success Manager, Enterprise

Netomi

About The Position

We are hiring a Strategic Customer Success Manager to operate a portfolio of Netomi’s most important enterprise customers as a business. 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 strategy, and path for growth. You will own the customer success plan, account operating rhythm, renewal forecast, executive relationship, and customer roadmap from signature through renewal. You will work closely with Account Management to identify and develop expansion opportunities, while Delivery, Field Engineering, and Support own technical execution and issue resolution. Your role is to ensure each customer realizes measurable value, renews successfully, and has a clear path to expand its relationship with Netomi. Customer Success decides whether and why. Field Engineering decides how and when it is technically ready.

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 forecasting, executive engagement, risk management, and expansion discovery.
A track record of owning renewals, 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 commercial, analytical, and program-management 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.

Nice To Haves

Experience with CCaaS and agent desktop ecosystems, such as Salesforce, Zendesk, LivePerson, and Amazon Connect, as well as customer success tools, is preferred.

Responsibilities

Run each assigned account as a business, with a clear operating plan for customer outcomes, adoption, executive alignment, risk mitigation, renewal, and expansion discovery.
Maintain the customer success plan and customer roadmap, including success criteria, stakeholder map, executive sponsors, value milestones, adoption priorities, risks, renewal strategy, and growth areas.
Know the customer health, commercial health, renewal status, value delivered, key stakeholders, risks, and expansion potential of every account in your portfolio.
Lead the internal and customer operating rhythm, including account planning, value reviews, risk reviews, executive engagement, renewal forecasting, and cross-functional coordination.
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.
Lead Executive Business Reviews and roadmap discussions that show realized value, align on priorities, address risk, and define what needs to happen next.
Identify relationship, adoption, product, delivery, and renewal risks early; establish mitigation plans, align internal owners, and lead the customer-facing escalation narrative for material issues.
Own the full renewal cycle for the assigned portfolio, beginning at T-180, with a plan that covers realized value, stakeholder alignment, procurement, contracting, commercial requirements, and the path to signature.
Maintain an accurate weekly renewal forecast using Commit, Best Case, At Risk, and Red categories, with clear visibility into changes, risks, actions, and support required.
Lead the value review and executive alignment required to support renewal, ensuring procurement and contracting are mapped early enough to avoid last-minute surprises.
Identify churn risk more than 90 days before renewal and lead a documented de-risk plan through a clear outcome: renewal, extension, or churn.
Identify and document expansion signals through executive priorities, customer feedback, new use cases, usage patterns, organizational change, and the customer roadmap.
Provide Account Management with the customer context needed to assess and develop an opportunity, including the customer problem, business value, stakeholders, timing, and strategic fit.
Partner with Account Management on customer strategy and executive alignment for active opportunities. Account Management owns expansion qualification, pipeline, forecast, pricing, negotiation, and close.
Turn customer feedback, recurring pain points, delivery friction, and market signals into clear, prioritized business cases for Product, including the renewal risk or expansion value connected to each request.
Represent strategic customer needs in product roadmap discussions, then communicate relevant roadmap updates, capabilities, timing, and tradeoffs back to customers clearly and credibly.
Bring a practical point of view on agentic AI, generative AI, and the changing enterprise customer experience landscape, helping customer executives understand where AI can create value and where it introduces risk.
Use approved AI tools and a leading foundation-model assistant, such as ChatGPT, Claude, or Gemini, to improve account research, planning, analysis, follow-up, risk identification, and executive communication while protecting customer information and maintaining quality.