Strategic Customer Success Manager, Enterprise

Responsibilities:

Portfolio Business Ownership

• Run each assigned account as a business, with a clear operating plan for customer outcomes, adoption, executive alignment, risk mitigation, renewal, and expansion discovery.
• Maintain the customer success plan and customer roadmap, including success criteria, stakeholder map, executive sponsors, value milestones, adoption priorities, risks, renewal strategy, and growth areas.
• Know the customer health, commercial health, renewal status, value delivered, key stakeholders, risks, and expansion potential of every account in your portfolio.
• Lead the internal and customer operating rhythm, including account planning, value reviews, risk reviews, executive engagement, renewal forecasting, 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 Executive Business Reviews and roadmap discussions that show realized value, align on priorities, address risk, and define what needs to happen next.
• Identify relationship, adoption, product, delivery, and renewal risks early; establish mitigation plans, align internal owners, and lead the customer-facing escalation narrative for material issues.

Renewal Ownership and Commercial Health

• Own the full renewal cycle for the assigned portfolio, beginning at T-180, with a plan that covers realized value, stakeholder alignment, procurement, contracting, commercial requirements, and the path to signature.
• Maintain an accurate weekly renewal forecast using Commit, Best Case, At Risk, and Red categories, with clear visibility into changes, risks, actions, and support required.
• Lead the value review and executive alignment required to support renewal, ensuring procurement and contracting are mapped early enough to avoid last-minute surprises.
• Identify churn risk more than 90 days before renewal and lead a documented de-risk plan through a clear outcome: renewal, extension, or churn.

Expansion Discovery and Account Management Partnership

• Identify and document expansion signals through executive priorities, customer feedback, new use cases, usage patterns, organizational change, and the customer roadmap.
• Provide Account Management with the customer context needed to assess and develop an opportunity, including the customer problem, business value, stakeholders, timing, and strategic fit.
• Partner with Account Management on customer strategy and executive alignment for active opportunities. Account Management owns expansion qualification, pipeline, forecast, pricing, negotiation, and close.

Product Roadmap, Voice of Customer, and AI Leadership

• Turn customer feedback, recurring pain points, delivery friction, and market signals into clear, prioritized business cases for Product, including the renewal risk or expansion value connected to each request.
• Represent strategic customer needs in product roadmap discussions, then communicate relevant roadmap updates, capabilities, timing, and tradeoffs back to customers clearly and credibly.
• Bring a practical point of view on agentic AI, generative AI, and the changing enterprise customer experience landscape, helping customer executives understand where AI can create value and where it introduces risk.
• Use approved AI tools and a leading foundation-model assistant, such as ChatGPT, Claude, or Gemini, to improve account research, planning, analysis, follow-up, risk identification, and executive communication while protecting customer information and maintaining quality.