Strategic Customer Success Manager, Enterprise
New
N
NetomiEnterprise AI
United States (Remote)Full-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 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.
- Required Skills
- SalesforceCustomer SuccessLLMRisk Management
Requirements
- 10+ years of experience in enterprise Customer Success, Strategic Account Management, Management Consulting, or a comparable B2B SaaS/enterprise technology role.
- At least 5 years of experience specifically managing complex enterprise customers.
- Demonstrated success in retention planning, renewal forecasting, risk management, and expansion discovery.
- Strong executive presence and ability to build relationships with VP and C-suite stakeholders.
- Proven track record of managing customers from implementation through adoption and renewal.
- Strong commercial, analytical, and program-management judgment.
- Technical fluency to understand integrations, architecture, and delivery constraints.
- Working knowledge of LLM-based and agentic AI systems (prompting, grounding, guardrails, deployment).
- Experience using AI tools for professional productivity, analysis, and communication.
- Ability to travel 30-50% for customer, executive, and internal meetings.
- Experience with CCaaS and agent desktop ecosystems (e.g., Salesforce, Zendesk, LivePerson, Amazon Connect) is preferred.
Responsibilities
- Run each assigned account as a business with a clear operating plan for outcomes, adoption, and risk mitigation.
- Maintain customer success plans and roadmaps, tracking success criteria, stakeholders, and value milestones.
- Lead customer-facing operating rhythms, including Executive Business Reviews and renewal forecasting.
- Own the full renewal cycle, identifying churn risks and de-risking plans well in advance.
- Partner with Account Management to identify and develop expansion opportunities.
- Represent customer feedback and strategic needs in product roadmap discussions.
- Use AI tools to improve account research, planning, and executive communication.
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