Strategic Customer Success Manager, Enterprise

 

We are hiring a Strategic Customer Success Manager to lead the post-sale customer success strategy for a portfolio of Netomi’s most important enterprise customers. You will build and run the plan for each account, connecting the customer’s business priorities to a clear value roadmap, executive engagement plan, risk plan, renewal readiness, and path for growth.

You will own the customer success plan, account operating rhythm, customer health, ongoing executive sponsor relationships, and customer success roadmap from signature through renewal. You will work closely with Account Management to identify and initially size expansion opportunities for AM to qualify and pursue. Account Management owns commercial qualification, renewal and expansion sales, revenue forecasting, pricing, negotiation, and contracting through signature, while Delivery, Field Engineering, and Support own technical execution and issue resolution. Your role is to ensure each customer realizes measurable value, is ready to renew, and has a clear path to expand its relationship with Netomi.

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 readiness, executive engagement, risk management, and expansion discovery.

A track record of supporting successful renewals through customer value and readiness, improving retention, managing churn risk, and guiding customers from implementation through adoption, value realization, executive governance, and renewal.

Strong executive presence and the ability to build trusted relationships with VP and C-suite stakeholders, lead high-stakes business conversations, and communicate difficult news clearly.

Strong business, analytical, and cross-functional judgment. You can turn customer, product, usage, support, and financial signals into a clear plan with owners, actions, dates, and measurable outcomes.

Technical fluency sufficient to understand integrations, architecture discussions, delivery constraints, and their business impact. You are not expected to be the solution architect.

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 to improve personal productivity and operating leverage 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.

In order to ensure a fair and equitable recruitment process, Netomi requests that all applicants refrain from using any artificial intelligence language model to generate application responses and/or content. Any application found to have been a product of using such tools may be excluded from consideration.

 

Disclaimer: For all United States-based applicants, please note that Netomi participates in E-Verify for the purpose of work authorization. More information on E-Verify can be found here and here.

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.