Senior Customer Success Manager
Remote · United States
Job Summary
Senior Customer Success Manager owns executive relationships for 3-5 of Omilia's enterprise accounts, guiding value realization and leading the migration program to agentic AI. Sets the standard for the CSM team, mentors peers, and leads strategic conversations with VP and C-suite leadership. Develops 30-60-90 day success plans, drives renewals and expansions, collaborates cross-functionally to ensure close and successful migrations, and builds a migration playbook for scalable best practices. The role emphasizes strategic partnership, data-driven storytelling, and proactive outcomes across multiple accounts; travel is required (2-3 trips per quarter).
Required Qualifications
- 10+ years in customer success, strategic account management, management consulting, or enterprise transformation in B2B SaaS or technology services
- deep contact center or conversational AI expertise (IVR, NLU, agentic AI, containment, automation, CSAT)
- top-tier management consulting background (Deloitte, PwC, EY, KPMG, Accenture) or equivalent
- experience managing strategic enterprise accounts at scale with executive relationships
- strong analytical mindset with business and technical acumen; ability to translate data into executive-level recommendations
- strong executive presence engaging C-suite and VP-level stakeholders
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