Strategic Enterprise CSM: Renewal & Executive Growth

Logoslabs; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Netomi is seeking a Strategic Customer Success Manager to oversee a portfolio of enterprise customers, aligning business priorities with a clear value roadmap and renewal strategy.

You will drive executive engagement, risk management, and expansion opportunities while coordinating with Delivery, Field Engineering, and Support to ensure measurable value and successful renewals. Strong track record in post-sales leadership and AI-enabled CX is essential.

Qualifications

• 10+ years of experience in enterprise Customer Success or comparable post-sales role in B2B SaaS or enterprise technology.
• Demonstrated success managing a portfolio of high-value accounts with renewal forecasting, risk management, and expansion discovery.
• Strong executive presence and ability to lead conversations with VP/C-suite stakeholders and drive outcomes.
• Experience with CCaaS and agent desktop ecosystems and familiarity with AI-enabled enterprise solutions.
• Willingness to travel 30-50% for customer and executive meetings.

Responsibilities

• Own portfolio business outcomes, including adoption, executive alignment, risk mitigation, renewal and expansion planning.
• Build trusted relationships with customer executives and lead executive business reviews and roadmaps.
• Own renewal cycle from planning through signature with accurate weekly renewal forecasts and risk management.
• Identify expansion signals and collaborate with Account Management on strategy, timing, and qualification.
• Turn customer feedback and market signals into clear business cases for Product and AI roadmap.

Skills

Enterprise Customer Success

Strategic Account Management

Executive Engagement

Renewal Forecasting

Expansion Discovery

Cross-functional Leadership

AI/Agentic AI knowledge

Travel 30-50%

Tools

Salesforce

Zendesk

LivePerson

Amazon Connect

Job description

Netomi is seeking a Strategic Customer Success Manager to oversee a portfolio of enterprise customers, aligning business priorities with a clear value roadmap and renewal strategy.

You will drive executive engagement, risk management, and expansion opportunities while coordinating with Delivery, Field Engineering, and Support to ensure measurable value and successful renewals. Strong track record in post-sales leadership and AI-enabled CX is essential.