Netomi

Customer Success Manager

• 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

Strategic Customer Success Manager, Enterprise