Strategic Customer Success Manager, Enterprise

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 operate a portfolio of Netomi ’s most important enterprise customers as a business. 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 strategy, and path for growth.
You will own the customer success plan, account operating rhythm, renewal forecast, executive relationship, and customer roadmap from signature through renewal. You will work closely with Account Management to identify and develop expansion opportunities, while Delivery, Field Engineering, and Support own technical execution and issue resolution. Your role is to ensure each customer realizes measurable value, renews successfully, and has a clear path to expand its relationship with Netomi .
Customer Success decides whether and why. Field Engineering decides how and when it is technically ready.
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, org