Senior Customer Success Manager

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.

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.

• 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.

• 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.

• 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…