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Customer Success Manager

Greater New York City Area Full Time

Netomi is the first AI platform for customer service that allows businesses to activate, manage and train AI to automatically resolve tickets, enhance agent productivity and provide a world-class customer experience. We work with global retail, travel & hospitality, telecommunications, finance and insurance companies including WestJet, Nestle and Singtel. The Netomi platform instantly and autonomously responds to over 50% of a company’s customer service tickets across email, social and chat. We leverage a combination of natural language understanding to accurately respond to tickets with precision and speed. The platform uses deep learning to continuously improve over time. The Netomi platform easily integrates with core business systems including Order Management Systems, CRM platforms and Inventory Management systems to resolve customer service tickets, not simply respond to incoming queries. The platform also enables predictive and proactive support, leveraging product, customer lifecycle and contextual triggers to anticipate needs and solve customer issues before they happen. Netomi combines the best of machine and human intelligence. The AI responds to the everyday support tickets, freeing up human agents to manage more complex tasks. Agents are more fulfilled as mundane tasks are eliminated, and customer happiness soars with faster resolutions. Backed by Index Ventures, Bowery Capital and Y Combinator, Netomi has offices in Silicon Valley, New York and India.

Job Description is a Y-Combinator and VC-backed Artificial Intelligence company that sits at the intersection of two rapidly developing fields: AI and messaging.

Our clients include Fortune 1,000 companies with multiple stakeholders across marketing, customer service and product organizations. Our artificial intelligence platform powers human-like dialogue that delights consumers and drives ROI for businesses. We care about building a company that not only has the best technology and product on the market, but also provides superior service to our customers. We are growing our Customer Success team with smart, hardworking and creative Customer Success Managers who can provide excellent service for a technical product to a range of business functions (marketing, e-commerce, customer care, IT). Our team is growing quickly, so each member plays an important role in shaping our future Customer Success organization. You will be the driving force of customer satisfaction and a key client point of contact for existing customers. In 2018 we are shaping and developing a new market and we’re looking for people who are excited by that opportunity.


  • Act as primary point of contact throughout customer lifecycle
  • Upsell / cross-sell solutions
  • Partner with AE to drive, negotiate and close renewal business
  • Command credibility with senior client executives
  • Possess a comprehensive understanding of products and services
  • Possess strong presentation, verbal and written communication skills
  • Develop and maintain strong relationships with multiple contacts within assigned customer base
  • Onboard new customers
  • Maintain expertise on industry trends/practices and competitive landscape
  • Develop customer stories, case studies and client references


  • BA/BS required
  • 3+ years relevant work experience in a strategic account management position
  • Proven sales success in upsell and cross sell environments
  • Ability to build and coordinate internal teams and resources
  • Enterprise SaaS customer success experience
  • Analytics experience
  • Proven experience in managing technical, intangible project implementations
  • Experience helping customers identify gaps in business process and workflow
  • Proven success aligning successful solutions, as well as gathering and demonstrating ROI data
  • Ability to thrive in a scrappy, startup environment
  • Naturally curious, with an always-on learning mindset