Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• The Senior Customer Success Manager is responsible for managing the executive relationship and value realization strategy for 3-5 of Omilia's key enterprise accounts.

• Create and oversee a 30-60-90 day success plan for each account, which includes an assessment of the current state, a target state, and a mutually agreed action plan with the customer's executive sponsor.

• Provide a strategic perspective on each customer's program direction and proactively guide them towards achieving outcomes that deliver measurable business value.

• Conduct performance report discussions with customers from start to finish, owning the narrative, defending recommendations, and translating data into strategic conversations at the executive level.

• Collaborate with Account Management to drive renewals and expansions by ensuring that customers consistently derive value from the Omilia platform.

• Work cross-functionally with Sales, Account Management, Delivery, and Product teams to ensure successful migrations that are completed efficiently and deliver measurable value.

• Develop and document a migration playbook that outlines best practices for the broader CSM team to utilize across the customer base.

• Exemplify strategic CSM behavior, setting the benchmark for executive engagement, value narrative, and customer ownership.

• Mentor and coach the CSM team on strategic discussions, building executive relationships, and consultative engagement techniques.

• Co-lead critical customer escalations alongside the VP when senior-level intervention is necessary.

⛳️ Requirements

• Over 10 years of progressive experience in customer success, strategic account management, management consulting, or enterprise transformation roles within B2B SaaS or technology services.

• Extensive expertise in contact centers or conversational AI, with a strong working knowledge of IVR, NLU, agentic AI, containment, automation, CSAT, and the operational dynamics of enterprise contact center environments.

• A top-tier management consulting background with experience at firms such as Big 4 (Deloitte, PwC, EY, KPMG), Accenture, or equivalent.

• Proven success in managing strategic enterprise accounts at scale, with established executive-level relationships.

• Strong analytical skills combined with both business and technical understanding. Ability to interpret performance data, identify strategic implications, and convert findings into recommendations that resonate with executives. Capable of having credible technical discussions with customer engineering and platform teams.

• Possess a strong executive presence, comfortable engaging with C-suite and VP-level stakeholders as a strategic peer, and able to constructively challenge customer assumptions.

• Experience leading complex, multi-stakeholder transformation initiatives that span business, IT, and operations.

• Industry experience in banking, insurance, healthcare, utilities, or quick-service restaurants — which are Omilia's core verticals.

• Proven ability to thrive in ambiguous environments without predefined playbooks.

• Experience in building, scaling, or leading a customer success function.

🏝️ Benefits

• Fixed compensation;

• Long-term employment with vacation days;

• Opportunities for professional development (courses, training, etc);

• Involvement in successful cutting-edge technology products that are making a global impact in the service industry;

• Collaborate with proficient and enjoyable colleagues;

• Access to Apple gear.