Strategic Customer Success Manager, Enterprise

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Netomi

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 $30M Series B on 2021-11

Consulting • Logistics • Marketing

Netomi is a company that specializes in providing AI-powered customer experience solutions. Their platform, known as Agentic OS, is designed for enterprise-scale customer service and integrates seamlessly with existing business systems. Netomi's solutions leverage generative AI and large language models to automate over 80% of customer inquiries, enhance customer satisfaction, and reduce support costs. Netomi is trusted by global brands across various industries, offering secure, proactive, and predictive customer care through omnichannel support, including email, chat, messaging, SMS, social media, search, and voice. The company ensures compliance with stringent security standards and data protection regulations.

📋 Description

• 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

🎯 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 • 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

🏖️ Benefits

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