Senior Customer Success Manager, East

Genesys • MA

81d • $98,200 - $182,400

About The Position

We are seeking a collaborative 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.

Requirements

• 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.

Nice To Haves

• 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 ability to present to senior stakeholders.
• Stakeholder Management: Experience in aligning multiple parties toward common goals.

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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees