Strategic Enterprise CSM: Growth, Renewal & Exec Relations

Netomi; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Netomi is seeking a Strategic Customer Success Manager to steward a portfolio of enterprise clients. You will own the customer success plan, drive renewal forecasts, and align executive stakeholders around measurable value and growth.

You will partner with Account Management, Delivery, and Support to ensure adoption, mitigate risks, and expand opportunities, turning business outcomes into a clear, executable roadmap in a fast-evolving AI-driven CX environment.

Qualifications

• 10+ years in enterprise CS or related post-sales role in B2B SaaS.
• Proven ability to manage high-value portfolios including renewals and expansion.
• Track record of owning renewals and improving retention.
• Strong executive presence with VP/C-suite experience.
• Analytical, program-management capable; translate signals into actions.
• Tech fluency to understand integrations and delivery constraints.
• Familiarity with LLM-based AI systems and responsible deployment.
• Daily use of AI tools to boost productivity without compromising quality.
• CCaaS and agent-desktop ecosystem experience preferred.

Responsibilities

• Own the portfolio operating rhythm, value reviews, and renewal forecasting.
• Lead executive engagements and roadmap discussions to realize value.
• Identify risk early and guide mitigation plans for renewal or expansion.
• Collaborate with Account Management to qualify expansion opportunities.
• Turn customer feedback into clear business cases for Product and roadmap.
• Ensure successful adoption, value realization, and renewal outcomes.
• Support with delivery, engineering, and support teams as needed.

Skills

Enterprise CS

Executive engagement

Renewal forecasting

Churn management

Account management

Strategic planning

AI/LLM fluency

Communication

Travel readiness

Tools

Salesforce

Zendesk

LivePerson

Amazon Connect

Job description

Netomi is seeking a Strategic Customer Success Manager to steward a portfolio of enterprise clients. You will own the customer success plan, drive renewal forecasts, and align executive stakeholders around measurable value and growth.

You will partner with Account Management, Delivery, and Support to ensure adoption, mitigate risks, and expand opportunities, turning business outcomes into a clear, executable roadmap in a fast-evolving AI-driven CX environment.