Senior Customer Success Manager
Omilia · United States · 1 mo ago
RemoteRemoteCustomer ServiceFull-time
Key Responsibilities
- Strategic account ownership
- Build and maintain executive relationships across customer VP and C-suite leadership
- Develop and own a 30-60-90 day success plan for each account
- Drive renewal and expansion in partnership with Account Management
- Partner cross-functionally with Sales, Account Management, Delivery, and Product
- Build and codify the migration playbook
- Co-lead high-stakes customer escalations
Requirements
- 10+ years of progressive experience in customer success, strategic account management, management consulting, or enterprise transformation roles
- Deep contact center or conversational AI expertise
- Strong working knowledge of IVR, NLU, agentic AI, containment, automation, CSAT, and the operational dynamics of enterprise contact center environments
- Top-tier management consulting background
- Demonstrated success managing strategic enterprise accounts at scale
- Strong analytical mindset with both business and technical acumen
- Preferred experience in banking, insurance, healthcare, utilities, or quick-service restaurants
- Proactive and outcome-oriented approach
- Preferred experience leading complex, multi-stakeholder transformation programs
Team and function leadership
- Model strategic CSM behavior
- Mentor and coach the CSM team