Strategic Customer Success Manager, Enterprise

Netomi
United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Executive communication","Relationship building","Program-management judgment","Risk mitigation","Analytical thinking"]

Operate a portfolio of Netomi’s most important enterprise customers as a business, building an account operating plan that ties customer priorities to a value roadmap. Own customer success planning, account operating rhythm, renewal forecasting, and executive relationships from signature through renewal. Identify and mitigate adoption and renewal risks, lead executive reviews, and support expansion discovery by translating customer feedback into prioritized product business cases for agentic AI and enterprise CX.

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Netomi
Netomi
5 days ago

Strategic Customer Success Manager, Enterprise

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Job Summary

Operate a portfolio of Netomi’s most important enterprise customers as a business, building an account operating plan that ties customer priorities to a value roadmap. Own customer success planning, account operating rhythm, renewal forecasting, and executive relationships from signature through renewal. Identify and mitigate adoption and renewal risks, lead executive reviews, and support expansion discovery by translating customer feedback into prioritized product business cases for agentic AI and enterprise CX.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Run each assigned account as a business with an operating plan covering customer outcomes, adoption, executive alignment, risk mitigation, renewal, and expansion discovery.
  • •Maintain the customer success plan and customer roadmap, including success criteria, stakeholder mapping, value milestones, adoption priorities, renewal strategy, and growth areas.
  • •Lead internal and customer operating rhythms—account planning, value reviews, risk reviews, executive engagement, renewal forecasting, and cross-functional coordination.
  • •Own the full renewal cycle from T-180, including realized-value planning, stakeholder alignment, procurement/contracting mapping, and weekly renewal forecasts using Commit/Best Case/At Risk/Red categories.
  • •Lead executive business reviews, identify and mitigate relationship/adoption/product/delivery/renewal risks early, and partner with Account Management on expansion qualification and roadmap business cases.
Travel: High travel

Key Requirements

  • •10+ years of experience in enterprise Customer Success, Strategic Account Management, Management Consulting, or a comparable post-sales role in B2B SaaS/enterprise technology, including at least 5 years managing complex enterprise customers.
  • •Demonstrated success operating a focused portfolio with 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 with the ability to build trusted relationships with VP and C-suite stakeholders and lead high-stakes conversations.
  • •Technical fluency to understand integrations and delivery constraints, plus working knowledge of LLM-based and agentic AI systems and how to deploy them responsibly.
Experience:B2B SaaSEnterprise technology
Skills:Executive communicationRelationship buildingProgram-management judgmentRisk mitigationAnalytical thinking
Tech Stack:ChatGPTClaudeGeminiSalesforceZendeskLivePersonAmazon Connect

Company Brief

Netomi
Provides an AI-powered customer service platform that automates conversational support across channels, using natural language understanding and automation to resolve customer issues, reduce contact center volume, and improve agent productivity.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: San Francisco, United States
WebsiteLinkedIn