--- title: 'Strategic Customer Success Manager, Enterprise at Netomi' canonical: 'https://feeny.ai/job/strategic-customer-success-manager-enterprise-netomi-united-states-6dxkjtz0yx4y' type: 'job' last_seen: '2026-10-16' --- # Strategic Customer Success Manager, Enterprise at Netomi - **Company:** Netomi - **Location:** United States - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-09-15 - **Last confirmed live:** 2026-10-16 - **Apply:** https://jobs.lever.co/netomi/644c8c03-2c34-4cc8-9148-b128aabbb4b5 ## Job description 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! 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. Requirements: - 10+ years of experience in enterprise Customer Success, Strategic Account Management, Management Consulting, or a comparable post-sales role in B2B SaaS or enterprise technology, including at least 5 years managing complex enterprise customers. - Demonstrated success operating a focused portfolio of high-value accounts, including retention planning, renewal forecasting, executive engagement, risk management, and expansion discovery. - A track record of owning renewals, improving retention, managing churn risk, and guiding customers from implementation through adoption, value realization, executive governance, and renewal. - Strong executive presence and the ability to build trusted relationships with VP and C-suite stakeholders, lead high-stakes business conversations, and communicate difficult news clearly. - Strong commercial, analytical, and program-management judgment. You can turn customer, product, usage, support, and financial signals into a clear plan with owners, actions, dates, and measurable outcomes. - Technical fluency sufficient to understand integrations, architecture discussions, delivery constraints, and their business impact. You are not expected to be the solution architect. - Working knowledge of LLM-based and agentic AI systems, including prompting, knowledge grounding, tool use, evaluation, guardrails, common failure modes, and responsible enterprise deployment. - Demonstrated daily use of AI tools to improve personal productivity and operating leverage while maintaining quality, confidentiality, and professional judgment. - Experience with CCaaS and agent desktop ecosystems, such as Salesforce, Zendesk, LivePerson, and Amazon Connect, as well as customer success tools, is preferred. - Ability to travel 30-50% for key customer, executive, and internal meetings. Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. ## About Netomi ## Company Overview - **One-liner**: Netomi is an enterprise agentic AI platform that powers autonomous customer experiences across chat, email, and voice for the world’s most demanding brands. - **Entity Type**: Private (Series C, $110M raised in April 2026) - **Headquarters**: San Mateo, California, United States - **Founded**: 2016 - **Founders**: Puneet Mehta ## Core Business - **Primary industry**: Enterprise AI / Customer Experience (CX) – Agentic AI platform - **Target customers**: B2B, large enterprises (Fortune 500) with complex, high-volume customer service needs - **Mission or purpose**: To be the intelligence layer for digital experiences, enabling brands to deliver effortless, outcome-driven customer journeys by embedding AI directly into every touchpoint. ## Products & Services - **Netomi Agentic AI Platform**: A full-stack agentic AI solution that autonomously resolves customer issues across chat, email, and voice. It includes an Agentic Studio for building and governing AI agents, multi-layer observability, and deterministic controls. The platform moves AI upstream to engage customers before problems reach support. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (private company) - **Key Metric**: Annual Revenue of $47.3M (latest fiscal year); Total Funding of $147.5M (across 5 rounds, including $110M Series C in April 2026) - **Notable Investors/Partners**: WndrCo, Accenture Ventures, Adobe Ventures (Adobe features Netomi on its homepage); strategic integrations with Microsoft (Azure, Dynamics 365, Marketplace) - **Growth Signals**: 23.2% year-over-year headcount growth (215 employees); 190% increase in job postings year-over-year; major customer wins include Delta Air Lines, United Airlines, MetLife, Paramount, DraftKings, NBA, Ingram Micro; deep integration with Adobe and Microsoft ecosystems. ## Competitive Advantages - **Deterministic governance with agentic autonomy**: Unlike many AI platforms, Netomi combines autonomous decision-making with strict business rules, governance, and observability – critical for regulated industries. - **Proven at massive scale**: Deployed in the highest-stakes environments (airlines, finance, sports) with full resolution and no escalation. - **Embedded, not bolted-on**: AI is woven into the customer journey across all digital assets, enabling proactive and preemptive experiences rather than reactive support. - **Strong partner ecosystem**: Backed by Adobe Ventures and Accenture, with deep integrations into Adobe Experience Cloud and Microsoft Azure/Dynamics 365. ## Strategic Focus - **Current priorities**: Scaling enterprise adoption of agentic AI for CX; deepening integrations with Adobe and Microsoft; expanding into new verticals and geographies; building out the “Agentic Delivery” team to accelerate deployment. - **Direction**: Moving from “AI as a feature” to “AI as the fabric of the experience” – embedding intelligence across every brand touchpoint. ## Why Work Here - **Culture**: Strong culture score (4.7/5 on employer reviews), high career development rating (4.8/5). Emphasis on innovation, autonomy, and impact. - **Remote/hybrid policy**: Remote-first for many roles; offices in San Mateo (HQ), Toronto, Canada; Gurugram, India. Open positions explicitly list “Remote – Full-time” for India and Canada. - **Notable perks**: Opportunity to work on cutting-edge agentic AI at scale with top-tier enterprise clients; strong emphasis on learning (leadership from Adobe, Accenture); diverse, global team (57% India, 13% US, 11% Canada). - **Engineering culture**: Heavy investment in AI, data science, and infrastructure (tech stack includes Python, Kotlin, TensorFlow, Snowflake, Kubernetes, etc.). Open roles in product engineering, data science, QA, DevOps, and agentic solutions. ## Sources 1. [netomi.com](https://www.netomi.com/) – Company homepage, product overview 2. [jobs.lever.co/netomi](https://jobs.lever.co/netomi) – Careers page, job listings, remote policy 3. [netomi.com/careers](https://www.netomi.com/careers) – Careers overview 4. [netomi.com/about](https://www.netomi.com/about) – About page, mission, investors 5. [linkedin.com/company/netomi](https://linkedin.com/company/netomi) – LinkedIn company page (employees, funding, customer logos, recent posts) 6. [craft.co/netomi](https://craft.co/netomi) – Company profile with revenue, funding, headcount, tech stack, reviews ## Other roles at Netomi - [Senior Technical PM, Applied AI](https://feeny.ai/job/senior-technical-pm-applied-ai-netomi-india-sgqkcmctxftd) — India - [Product Support Engineer (AI Platform)](https://feeny.ai/job/product-support-engineer-ai-platform-netomi-gurugram-drtw9wb0apqj) — Gurugram, India - [Devops Engineer - I](https://feeny.ai/job/devops-engineer-i-netomi-gurugram-cy94ac0k3g7a) — Gurugram, India - [SDE II Frontend](https://feeny.ai/job/sde-ii-frontend-netomi-toronto-p2xexhet1qtw) — Toronto, Canada - [Data Engineer II](https://feeny.ai/job/data-engineer-ii-netomi-india-pscyvta0ame0) — India - [Data Engineer I](https://feeny.ai/job/data-engineer-i-netomi-india-6j6zgz12m2d8) — India - [Staff Agentic AI Engineer - Marketing](https://feeny.ai/job/staff-agentic-ai-engineer-marketing-netomi-toronto-north-9pjdc7ka05zr) — Toronto/north, United States - [Agentic Engineer Level II/III](https://feeny.ai/job/agentic-engineer-level-ii-iii-netomi-india-xrgfgs7ng3sw) — India - [Senior Customer Architect](https://feeny.ai/job/senior-customer-architect-netomi-remote-t9bfx55s9se0) - [Human Resources Business Partner](https://feeny.ai/job/human-resources-business-partner-netomi-san-mateo-zazwxq53x6hw) — San Mateo, CA