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Netomi is the leading agentic AI platform for enterprise customer experience, working with global brands like Delta Airlines, MetLife, and United to enable AI agent automation at scale across customer journeys. The company is backed by WndrCo, Y Combinator, and Index Ventures.
As a Strategic Customer Success Manager for Enterprise, you will run assigned accounts as a business with clear operating plans for customer outcomes, adoption, executive alignment, risk mitigation, renewal, and expansion discovery. You will maintain comprehensive customer success and roadmap plans including success criteria, stakeholder maps, executive sponsors, value milestones, adoption priorities, risks, and renewal strategies.
Key responsibilities include:
**Portfolio Business Ownership:** Manage customer health, commercial health, renewal status, value delivered, key stakeholders, risks, and expansion potential across your portfolio. Lead internal and customer operating rhythms including account planning, value reviews, risk reviews, executive engagement, renewal forecasting, and cross-functional coordination.
**Executive Engagement & Value Leadership:** Build trusted relationships with customer executives and senior business leaders, connecting Netomi's performance to customer experience, operational efficiency, and business outcomes. Lead Executive Business Reviews and roadmap discussions showing realized value, addressing risks, and defining next steps. Identify relationship, adoption, product, delivery, and renewal risks early with documented mitigation plans.
**Renewal Ownership & Commercial Health:** Own the full renewal cycle beginning at T-180 with plans covering realized value, stakeholder alignment, procurement, contracting, and path to signature. Maintain accurate weekly renewal forecasts using Commit, Best Case, At Risk, and Red categories. Identify churn risk 90+ days before renewal and lead documented de-risk plans.
**Expansion Discovery & Account Management Partnership:** Identify expansion signals through executive priorities, customer feedback, new use cases, usage patterns, and organizational changes. Provide Account Management with customer context for opportunity assessment. Partner on customer strategy and executive alignment for active opportunities.
**Product Roadmap & AI Leadership:** Turn customer feedback and market signals into prioritized business cases for Product. Represent strategic customer needs in product roadmap discussions and communicate updates back to customers. Bring practical perspective on agentic AI and generative AI, helping customer executives understand value and risk. Use approved AI tools (ChatGPT, Claude, Gemini) to improve account research, planning, analysis, and executive communication while protecting customer information.
**Requirements:**
- 10+ years in enterprise Customer Success, Strategic Account Management, Management Consulting, or comparable post-sales role in B2B SaaS or enterprise technology, with at least 5 years managing complex enterprise customers
- Demonstrated success operating focused portfolios of high-value accounts including retention planning, renewal forecasting, executive engagement, risk management, and expansion discovery
- Track record 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 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 their business impact (solution architect expertise not required)
- 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
- Preferred: Experience with CCaaS and agent desktop ecosystems (Salesforce, Zendesk, LivePerson, Amazon Connect) and customer success tools
- Ability to travel 30-50% for key customer, executive, and internal meetings
