Strategic Customer Success Manager, Enterprise

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

📋 Description

• Manage each assigned account as a business, creating an operational plan focused on customer outcomes, adoption, executive alignment, risk mitigation, renewal, and exploration of expansion opportunities.

• Develop and maintain customer success plans and roadmaps, which include success criteria, stakeholder maps, executive sponsors, value milestones, adoption priorities, risk assessments, renewal strategies, and areas for growth.

• Track customer health, commercial viability, renewal status, value delivered, key stakeholders, risks, and potential for expansion.

• Oversee account planning, value assessments, risk evaluations, executive engagement, renewal forecasting, and coordination across functions.

• Cultivate trusted relationships with customer executives and senior business leaders.

• Facilitate Executive Business Reviews and roadmap discussions that link Netomi’s performance to customer experience, operational efficiency, and overall business outcomes.

• Identify and address risks related to relationships, adoption, product delivery, and renewals.

• Manage the entire renewal cycle starting at T-180, maintaining weekly renewal forecasts categorized as Commit, Best Case, At Risk, and Red.

• Direct value assessments and executive alignment for renewals, ensuring early mapping of procurement and contracting processes.

• Proactively identify churn risks over 90 days before renewal and lead documented de-risk plans to navigate renewal, extension, or churn.

• Recognize and document signals for expansion, providing Account Management with customer context to aid opportunity development.

• Collaborate with Account Management on customer strategy and executive alignment for current opportunities.

• Convert customer feedback, pain points, delivery challenges, and market signals into prioritized business cases for Product.

• Advocate for strategic customer needs in product roadmap discussions and communicate updates on roadmap, capabilities, timelines, and trade-offs to customers.

• Counsel customer executives on agentic AI, generative AI, enterprise customer experience opportunities, and associated risks.

• Utilize approved AI tools and foundational-model assistants like ChatGPT, Claude, or Gemini for account research, planning, analysis, follow-up, risk identification, and executive communications, while safeguarding customer information.

⛳️ Requirements

• Over 10 years of experience in enterprise Customer Success, Strategic Account Management, Management Consulting, or a similar post-sales role in B2B SaaS or enterprise technology, including at least 5 years managing complex enterprise customers.

• Proven success in managing a focused portfolio of high-value accounts, encompassing retention planning, renewal forecasting, executive engagement, risk management, and discovery of expansion opportunities.

• History of owning renewals, enhancing retention, managing churn risk, and guiding customers through implementation, adoption, value realization, executive governance, and renewal processes.

• Strong executive presence with the ability to form trusted relationships with VP and C-suite stakeholders, lead high-stakes business discussions, and convey challenging news effectively.

• Excellent commercial, analytical, and program management acumen.

• Capability to convert customer, product, usage, support, and financial signals into clear plans with designated owners, actions, deadlines, and measurable outcomes.

• Technical fluency adequate to comprehend integrations, architectural discussions, delivery constraints, and business implications.

• Familiarity with LLM-based and agentic AI systems, including prompting, knowledge grounding, tool utilization, evaluation, guardrails, common failure modes, and responsible enterprise implementation.

• Demonstrated daily engagement with AI tools while upholding quality, confidentiality, and professional judgment.

• Preferred experience with CCaaS and agent desktop ecosystems such as Salesforce, Zendesk, LivePerson, and Amazon Connect, in addition to customer success tools.

• Willingness to travel 30-50% for essential customer, executive, and internal meetings.

🏝️ Benefits

• Full Time - Remote

• Equal opportunity employer dedicated to promoting diversity in the workplace.

• Opportunity to engage with an agentic AI platform catering to global enterprise brands.