Senior Customer Success Manager, Strategic Accounts

Senior Customer Success Manager

Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement.

Position Purpose

We are seeking a collaborative Senior Customer Success Manager to drive customer value realization and foster strong partnerships across our organization. The ideal candidate will understand customer experience (CX) fundamentals while expertly orchestrating internal resources to ensure customer success.

Key Responsibilities

• Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor.
• Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams.
• Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities.
• Develop and execute customer success plans aligned with clients' business objectives.
• Proactively identify and coordinate resolution of customer needs through cross-functional partnerships
• Monitor customer health metrics and drive adoption of solutions
• Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.

Required Qualifications

Experience & Education

• 6+ years of Customer Success Management experience.
• Bachelor's degree in business management or related field required.
• Proven track record of managing enterprise customer relationships.
• Strong business acumen with demonstrated ability to understand customer objectives.
• Excellence in cross-functional collaboration and stakeholder management.
• Experience preparing and delivering executive-level presentations.
• Proficiency with CRM systems and customer success platforms.

Key Competencies

• Collaborative Leadership: Excellence in unifying diverse teams to achieve customer outcomes.
• Strategic Thinking: Ability to understand business challenges and coordinate appropriate solutions.
• Relationship Building: Skill in developing strong partnerships with customers and internal teams.
• Business Acumen: Understanding of business metrics and value drivers.
• Project Management: Capability to manage multiple concurrent initiatives.
• Communication: Outstanding written and verbal skills with the ability to present to senior stakeholders.
• Stakeholder Management: Experience in aligning multiple parties toward common goals.

Success Metrics

• Customer satisfaction and retention rates
• Quality of cross-functional collaboration
• Effectiveness of Quarterly Business Reviews
• Product adoption and feature utilization
• Customer advocacy and reference ability

Customer Focus

• Extremely strong customer-facing skills
• Proactive mindset with strong follow-through
• Ability to translate complex technical concepts into business value.
• Experience driving customer advocacy and satisfaction.

Additional Requirements

• Travel: Less than 30%

Our Commitment to Inclusion

Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses.

Accommodations

We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process, please visit our Reasonable Accommodations Form for assistance.

Compensation

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$98,200.00 - $182,400.00

Benefits

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments