Senior Customer Success Manager

Job Description

The Role

The Senior Customer Success Manager owns the executive relationship and value realization strategy for 3-5 of Omilia's most strategic enterprise accounts. This is a senior individual contributor role designed for an experienced operator who can serve as a true strategic partner to customer VP and C-suite leadership.

The role also assists with Omilia's agentic migration program — the company's effort to transition customers to our agentic AI capabilities. This is one of the most strategically important initiatives across the customer base, and requires a leader who can drive it across multiple accounts in parallel.

Beyond account ownership and program leadership, the Senior CSM is expected to set the standard for the broader Customer Success team, mentoring peers and elevating the bar across the function. 

Key Responsibilities

Strategic account ownership

• Build and maintain executive relationships across customer VP and C-suite leadership, operating as a strategic peer rather than a vendor.
• Develop and own a 30-60-90 day success plan for each account, including current state assessment, target state, and an agreed action plan with the customer's executive sponsor.
• Bring a strategic point of view on each customer's program direction and proactively guide the customer toward outcomes that drive measurable business value.
• Lead performance report conversations with customers end-to-end, owning the narrative, defending recommendations, and translating data into executive-level strategic discussions. Solution Optimization provides the analytics engine; the strategic story belongs to the Senior CSM.
• Drive renewal and expansion in partnership with Account Management by ensuring customers consistently realize value from the Omilia platform.
• Partner cross-functionally with Sales, Account Management, Delivery, and Product to ensure agentic migrations close, deploy successfully, and deliver measurable value.
• Build and codify the migration playbook documenting best practices for the broader CSM team to use across the customer base.

Team and function leadership

• Model strategic CSM behavior setting the standard for executive engagement, value narrative, and customer ownership.
• Mentor and coach the CSM team on strategic conversations, executive relationship building, and consultative engagement.
• Co-lead high-stakes customer escalations alongside the VP when senior intervention is required.

Requirements

Required

• 10+ years of progressive experience in customer success, strategic account management, management consulting, or enterprise transformation roles within B2B SaaS or technology services.
• 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. Experience at firms such as Big 4 (Deloitte, PwC, EY, KPMG), Accenture, or equivalent.
• Demonstrated success managing strategic enterprise accounts at scale, with documented executive-level relationships
• Strong analytical mindset with both business and technical acumen. Ability to interpret performance data, identify strategic implications, and translate findings into recommendations that resonate at the executive level. Capable of credible technical conversations with customer engineering and platform teams.
• Strong executive presence. Comfortable engaging C-suite and VP-level stakeholders as a strategic peer, with the confidence to constructively challenge customer assumptions.

Preferred

• Experience leading complex, multi-stakeholder transformation programs spanning business, IT, and operations.
• Industry experience in banking, insurance, healthcare, utilities, or quick-service restaurants — Omilia's core verticals.
• Demonstrated comfort operating in ambiguous environments without predefined playbooks.
• Experience building, scaling, or leading a customer success function.

Operating style

• Proactive and outcome-oriented; brings forward solutions and recommendations rather than escalating open-ended problems.
• Strong sense of urgency and bias toward direct communication when issues require resolution.
• Comfortable owning ambiguous situations and driving them to closure.
• Develops informed points of view supported by data and remains open to refining them as new information emerges.
• Direct and honest in communications with customers, internal teams, and leadership.

Logistics

• Location: Fully remote, US-based. 
• Travel: Approximately 2-3 trips per quarter to customer sites and Omilia events.
• Reports to: VP, Customer Success & Value Realization.

What You Will Gain

• Direct ownership of Omilia's most strategic customer relationships and an opportunity to shape outcomes at the enterprise level.
• Direct collaboration with senior leadership, including the CEO and executive team.

Benefits

• Fixed compensation;
• Long-term employment with the working days vacation;
• Development in professional growth (courses, training, etc);
• Being part of successful cutting-edge technology products that are making a global impact in the service industry;
• Proficient and fun-to-work-with colleagues;
• Apple gear

If you're a rare builder who speaks both code and pipeline, stays ahead of AI trends, and thrives as a cross-functional collaborator, we want to hear from you.

Apply Now to join Omilia and help engineer the future of conversational AI.

Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.