Strategic Customer Success Manager, Enterprise

Netomi

. Run each assigned account as a business with an operating plan for customer outcomes, adoption, executive alignment, risk mitigation, renewal, and expansion discovery .

Posted 9/16/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing enterprise customer success, including retention planning, renewal forecasting, and risk management. Proficient in leveraging AI tools and technologies to enhance customer engagement and drive business outcomes.

Highest-signal resume keywords

Enterprise Customer Success ManagementRenewal ForecastingRisk ManagementExecutive EngagementAI Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Retention PlanningChurn Risk ManagementValue RealizationAccount PlanningAnalytical JudgmentProgram ManagementTechnical FluencyCustomer Strategy DevelopmentBusiness Case PrioritizationExpansion Discovery

Soft Skills

Strong Executive PresenceRelationship BuildingClear CommunicationHigh-Stakes Business ConversationsProfessional Judgment

Tools & Technologies

SalesforceZendeskLivePersonAmazon ConnectCustomer Success ToolsAI ToolsLLM-Based Systems

Industry Keywords

B2B SaaSEnterprise TechnologyCCaaSCustomer ExperienceOperational Efficiency

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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