Senior Customer Success Manager
New
O
OmiliaB2B SaaS, Conversational AI
Fully remote, US-based.Full-TimeSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 10+ years
- Required Skills
- Data AnalysisCustomer Success
Requirements
- 10+ years of experience in customer success, strategic account management, or management consulting
- Expertise in enterprise B2B SaaS or technology services
- Deep technical knowledge of contact centers, IVR, NLU, and agentic AI
- Background at top-tier management consulting firms preferred
- Proven experience managing strategic enterprise accounts
- Strong analytical skills with ability to interpret complex performance data
- Excellent executive presence with comfort engaging C-suite/VP-level stakeholders
- Ability to drive programs in ambiguous environments
- Experience in banking, insurance, healthcare, or utilities industries is a plus
Responsibilities
- Build and maintain executive relationships across customer VP and C-suite leadership
- Develop and own 30-60-90 day success plans for assigned accounts
- Guide customers toward outcomes that drive measurable business value
- Lead performance report conversations and translate data into strategic discussions
- Drive renewal and expansion in partnership with Account Management
- Collaborate with Sales, Delivery, and Product to manage agentic migrations
- Develop and codify migration playbooks for the broader CSM team
- Mentor and coach CSM team members on strategic engagement
- Co-lead high-stakes customer escalations alongside the VP
View Full Description & ApplyYou'll be redirected to the employer's site
