Senior Customer Success Manager
New
G
GenesysCustomer experience technology
Source API remote eligibility restrictions: United StatesFull-TimeManager
Salary$104,000.00 - $183,000.00
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Job Details
- Experience
- 6+ years of experience in Customer Success Management, including responsibility for enterprise or strategic customer relationships
- Required Skills
- Cross-functional collaboration
Requirements
- Have 6+ years of experience in Customer Success Management, including responsibility for enterprise or strategic customer relationships.
- Hold a bachelor’s degree in business management or a related field.
- Demonstrate a track record of building trusted enterprise customer relationships and navigating complex stakeholder environments.
- Bring business acumen and the ability to understand customer objectives, business metrics, and value drivers.
- Demonstrate success collaborating across Sales, Professional Services, Support, Product, and other customer-facing functions.
- Have experience preparing and delivering executive-level presentations, business reviews, and strategic customer communications.
- Demonstrate strong written and verbal communication, including the ability to translate complex technical concepts into clear business value.
- Be proficient with CRM systems and customer success platforms, and use customer data and health insights to inform priorities.
- Be able to manage multiple concurrent customer initiatives with consistent follow-through and stakeholder visibility.
- Be able to travel less than 30%.
Responsibilities
- Own the end-to-end success of a portfolio of strategic enterprise accounts, aligning customer priorities with success plans.
- Serve as a trusted advisor connecting business objectives, customer experience priorities, and Genesys capabilities.
- Coordinate Professional Services, Support, Product, and Sales to address customer needs and deliver a consistent experience.
- Lead executive-level Quarterly Business Reviews that demonstrate value, assess progress, and identify opportunities for expanded adoption and growth.
- Develop success plans with priorities, milestones, stakeholder commitments, and measurable indicators of progress.
- Identify customer risks and emerging needs, mobilizing cross-functional stakeholders to remove barriers and protect customer outcomes.
- Monitor customer health, product adoption, and feature utilization to identify actionable insights.
- Build customer advocacy through trusted relationships and consistent value delivery.
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