Strategic Customer Success Manager, Enterprise

🕒 Setembro 16

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

🏆 Sucesso do Cliente

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

👻 Score fantasma 14%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Netomi

SiteLinkedInTodas as Vagas

51 - 200 funcionários

💼 Consultoria

📦 Logística

📣 Marketing

💰 $30.000.000 Series B em 2021-11

Consulting • Logistics • Marketing

Netomi é uma empresa especializada em fornecer soluções de experiência do cliente impulsionadas por IA. Sua plataforma, chamada Agentic OS, foi projetada para atendimento ao cliente em escala enterprise e se integra de forma transparente aos sistemas de negócios existentes. As soluções da Netomi aproveitam IA generativa e modelos de linguagem de grande porte (LLMs) para automatizar mais de 80% das solicitações de clientes, elevar a satisfação do cliente e reduzir os custos de suporte. A Netomi é confiada por marcas globais de diversos setores, oferecendo um atendimento ao cliente seguro, proativo e preditivo por meio de suporte omnichannel, incluindo e-mail, chat, messaging, SMS, redes sociais, busca e voz. A empresa assegura conformidade com rigorosos padrões de segurança e regulamentações de proteção de dados.

Descrição

• Run each assigned account as a business with an operating plan for customer outcomes, adoption, executive alignment, risk mitigation, renewal, and expansion discovery • Maintain customer success plans and customer roadmaps, including success criteria, stakeholder maps, executive sponsors, value milestones, adoption priorities, risks, renewal strategy, and growth areas • Monitor customer health, commercial health, renewal status, value delivered, stakeholders, risks, and expansion potential • Lead account planning, value reviews, risk reviews, executive engagement, renewal forecasting, and cross-functional coordination • Build trusted relationships with customer executives and senior business leaders • Lead Executive Business Reviews and roadmap discussions connecting Netomi’s performance to customer experience, operational efficiency, and business outcomes • Identify and mitigate relationship, adoption, product, delivery, and renewal risks • Own the full renewal cycle beginning at T-180 and maintain weekly renewal forecasts using Commit, Best Case, At Risk, and Red categories • Lead value reviews and executive alignment for renewals, mapping procurement and contracting early • Identify churn risk more than 90 days before renewal and lead documented de-risk plans through renewal, extension, or churn • Identify and document expansion signals and provide Account Management with customer context for opportunity development • Partner with Account Management on customer strategy and executive alignment for active opportunities • Translate customer feedback, pain points, delivery friction, and market signals into prioritized business cases for Product • Represent strategic customer needs in product roadmap discussions and communicate roadmap updates, capabilities, timing, and tradeoffs to customers • Advise customer executives on agentic AI, generative AI, enterprise customer experience opportunities, and risks • Use approved AI tools and foundation-model assistants such as ChatGPT, Claude, or Gemini for account research, planning, analysis, follow-up, risk identification, and executive communication while protecting customer information

🎯 Requisitos

• 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 • 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 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 • Ability to turn 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 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 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

🏖️ Benefícios

• Full Time - Remote • Equal opportunity employer committed to diversity in the workplace • Opportunity to work with an agentic AI platform serving global enterprise brands

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