Senior Customer Success Manager, Strategic Accounts

Genesys•California, MD

45d

About The Position

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. About Genesys 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.

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.
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.
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.

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.