Strategic Customer Success Manager, Enterprise at Netomi

Job description

About the Company: Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences. Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us! About the Role: We are hiring a Strategic Customer Success Manager to lead the post-sale customer success strategy for a portfolio of Netomi’s most important enterprise customers. You will build and run the plan for each account, connecting the customer’s business priorities to a clear value roadmap, executive engagement plan, risk plan, renewal readiness, and path for growth. You will own the customer success plan, account operating rhythm, customer health, ongoing executive sponsor relationships, and customer success roadmap from signature through renewal. You will work closely with Account Management to identify and initially size expansion opportunities for AM to qualify and pursue. Account Management owns commercial qualification, renewal and expansion sales, revenue forecasting, pricing, negotiation, and contracting through signature, while Delivery, Field Engineering, and Support own technical execution and issue resolution. Your role is to ensure each customer realizes measurable value, is ready to renew, and has a clear path to expand its relationship with Netomi. Responsibilities: Strategic Account Leadership Lead the customer success strategy for each assigned account, with a clear operating plan for customer outcomes, adoption, executive alignment, risk mitigation, renewal readiness, and expansion discovery. Maintain the customer success plan and customer success roadmap, including success criteria, stakeholder map, executive sponsors, value milestones, adoption priorities, risks, renewal readiness, and growth areas. Know the customer health, value delivered, key stakeholders, risks, and expansion potential of every account in your portfolio. Maintain awareness of commercial health and renewal status through AM. Lead the internal and customer operating rhythm, including customer success planning, value reviews, risk reviews, executive engagement, renewal readiness reviews, and cross-functional coordination. Executive Engagement, Value, and Risk Leadership Build trusted relationships with customer executives and senior business leaders, and lead conversations that connect Netomi’s performance to customer experience, operational efficiency, and business outcomes. Lead Quarterly and Executive Business Reviews and roadmap discussions, including value calculation and preparation, to show realized value, align on priorities, address risk, and define what needs to happen next. Engage Account Management for commercial decisions. Identify relationship, adoption, product, delivery, and renewal risks early; establish mitigation plans and align internal owners. Lead customer communication on adoption, value, relationship, and delivery issues, coordinating technical updates with the accountable teams and commercial messaging with AM. Renewal Readiness and Customer Health Maintain renewal readiness throughout the relationship, with a documented readiness review at least 180 days before renewal covering realized value, stakeholder alignment, and customer success risks. Account Management owns the commercial renewal cycle, procurement, contracting, and the path to signature. Provide an accurate weekly customer health assessment to Account Management, with clear visibility into renewal intent, changes, risks, actions, and support required. Account Management owns the