• The Senior Customer Success Manager owns the executive relationship and value realization strategy for 3-5 of Omilia's most strategic enterprise accounts. • 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. • 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. • 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.

• Serve as the primary strategic partner for a dedicated book of 750 small to enterprise accounts • Develop and maintain relationships at multiple levels within each account, including executive sponsors • Leverage engagement data and account intelligence to anticipate customer needs • Lead structured save efforts for at-risk accounts • Own the full renewal cycle for your book of business • Identify, document, and own expansion forecasts • Develop and execute tailored adoption plans • Align customer goals to PreVeil capabilities • Cultivate customer advocates and reference accounts • Leverage internal systems and AI tools to manage customer engagement

Role Description 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. - 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. Qualifications - 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. - Strong executive presence. Comfortable engaging C-suite and VP-level stakeholders as a strategic peer, with the confidence to constructively challenge customer assumptions. Requirements - 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. Benefits - 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. - 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.

Role Description Are you a paradigm-shifting, synergy-blasting technologist who eats raw Assembly for breakfast and deploys multi-region Kubernetes clusters in your sleep? We are looking for an individual who can balance high-level architectural abstraction with low-level bit-shifting. This role requires navigating $O(N^2)$ political environments while maintaining $O(1)$ code efficiency. Core Responsibilities - Architectural Overlordship: - Design, implement, destroy, and rebuild next-generation micro-frontend-monoliths. - Data Pipeline Wrangling: - Process exabytes of un-indexed, corrupted JSON, XML, YAML, and CSV files simultaneously without losing a single trailing comma. - Legacy Archaeology: - Maintain, refactor, and pray over a COBOL codebase written in 1974 that runs our entire global payroll system. - Cross-Functional Chaos: - Act as a bridge between Engineering, Product, Marketing, Legal, and the local coffee machine. - Edge-Case Guarding: - Write test cases that capture things that shouldn't mathematically happen but will anyway because users are creative. Qualifications - Service client B2B - Soutien aux indicateurs clés de performance (KPI) - Coaching - Gestion des escalades Requirements - Frontend Mastery: - Must have 15 years of experience in React (even though it was released in 2013). - Deep understanding of Vanilla JS quirks, specifically why typeof null === 'object' and [] == ![] evaluates to true. - Backend Robustness: - Proficient in Rust, Go, C++, Python, Brainfuck, and Whitespace. - Ability to exit vim on the first attempt without disconnecting the server. - Cloud & DevOps: - AWS, Azure, GCP, IBM Cloud, Oracle Cloud, and a private server running under a desk in Ohio. - Experience managing a minimum of $10^5$ concurrent Docker containers. Benefits - Healthcare: 100% medical coverage for you, your dependents, your pets, and your digital avatars. - Time Off: Infinite PTO (with a mandatory minimum of -5 days per year). - Equipment: A 128-core workstation with 2TB of RAM, a mechanical keyboard with extra-loud blue switches, and a single, slightly wobbly ergonomic stool. - Snacks: Free artisanal water, kombucha on tap, and oxygen molecules.