SeniorCustomerSuccessManager

### 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 playboo