Strategic Customer Success Manager (Enterprise)

Join Netomi as a Strategic Customer Success Manager, where you will manage a portfolio of our most important enterprise customers. You will develop and execute a comprehensive plan for each account, ensuring measurable value, successful renewals, and growth opportunities. Your role will involve close collaboration with various teams, building relationships with customer executives, and leading the renewal cycle. This position offers flexible work environments, professional development opportunities, equity options, and a comprehensive benefits package.

• Operar un portafolio de clientes empresariales importantes, desarrollando y ejecutando planes de éxito del cliente.
• Construir y mantener relaciones de confianza con ejecutivos y líderes empresariales, liderando conversaciones que conecten el rendimiento de Netomi con la experiencia del cliente.
• Identificar y documentar señales de expansión a través de prioridades ejecutivas, comentarios de clientes, nuevos casos de uso y patrones de uso.

• Working knowledge of LLM-based and agentic AI systems, including prompting, knowledge grounding, tool use, evaluation, guardrails, common failure modes, and responsible enterprise deployment
• A track record of owning renewals, improving retention, managing churn risk, and guiding customers from implementation through adoption, value realization, executive governance, and renewal
• Experience with CCaaS and agent desktop ecosystems, such as Salesforce, Zendesk, LivePerson, and Amazon Connect, as well as customer success tools, is preferred
• 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 daily use of AI tools to improve personal productivity and operating leverage while maintaining quality, confidentiality, and professional judgment
• Demonstrated success operating a focused portfolio of high-value accounts, including retention planning, renewal forecasting, executive engagement, risk management, and expansion discovery
• Technical fluency sufficient to understand integrations, architecture discussions, delivery constraints, and their business impact. You are not expected to be the solution architect
• 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
• 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
• Ability to travel 30-50% for key customer, executive, and internal meetings