Strategic Customer Success Manager, Enterprise

Responsibilities:

• Portfolio Business Ownership
• Run each assigned account as a business, with a clear operating plan for customer outcomes, adoption, executive alignment, risk mitigation, renewal, and expansion discovery.
• Maintain the customer success plan and customer roadmap, including success criteria, stakeholder map, executive sponsors, value milestones, adoption priorities, risks, renewal strategy, and growth areas.
• Know the customer health, commercial health, renewal status, value delivered, key stakeholders, risks, and expansion potential of every account in your portfolio.
• Lead the internal and customer operating rhythm, including account planning, value reviews, risk reviews, executive engagement, renewal forecasting, and cross-functional coordination.
• Executive Engagement, Value, and Risk Leadership
• Build trusted relationships with customer executives and senior business leaders, and lead conversations that connect Netomi’s performance to customer experience, operational efficiency, and business outcomes.
• Lead Executive Business Reviews and roadmap discussions that show realized value, align on priorities, address risk, and define what needs to happen next.
• Identify relationship, adoption, product, delivery, and renewal risks early; establish mitigation plans, align internal owners, and lead the customer-facing escalation narrative for material issues.
• Renewal Ownership and Commercial Health
• Own the full renewal cycle for the assigned portfolio, beginning at T-180, with a plan that covers realized value, stakeholder alignment, procurement, contracting, commercial requirements, and the path to signature.
• Maintain an accurate weekly renewal forecast using Commit, Best Case, At Risk, and Red categories, with clear visibility into changes, risks, actions, and support required.
• Lead the value review and executive alignment required to support renewal, ensuring procurement and contracting are mapped early enough to avoid last-minute surprises.
• Identify churn risk more than 90 days before renewal and lead a documented de-risk plan through a clear outcome: renewal, extension, or churn.
• Expansion Discovery and Account Management Partnership
• Identify and document expansion signals through executive priorities, customer feedback, new use cases, usage patterns, organizational change, and the customer roadmap.
• Provide Account Management with the customer context needed to assess and develop an opportunity, including the customer problem, business value, stakeholders, timing, and strategic fit.
• Partner with Account Management on customer strategy and executive alignment for active opportunities. Account Management owns expansion qualification, pipeline, forecast, pricing, negotiation, and close.
• Product Roadmap, Voice of Customer, and AI Leadership
• Turn customer feedback, recurring pain points, delivery friction, and market signals into clear, prioritized business cases for Product, including the renewal risk or expansion value connected to each request.
• Represent strategic customer needs in product roadmap discussions, then communicate relevant roadmap updates, capabilities, timing, and tradeoffs back to customers clearly and credibly.
• Bring a practical point of view on agentic AI, generative AI, and the changing enterprise customer experience landscape, helping customer executives understand where AI can create value and where it introduces risk.
• Use approved AI tools and a leading foundation-model assistant, such as ChatGPT, Claude, or Gemini, to improve account research, planning, analysis, follow-up, risk identification, and executive communication while protecting customer information and maintaining quality.

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.
• A 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 the 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. 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.