Sr. Customer Success Manager, Strategic Account

Genesys•Washington, DC

3d•$104,000 - $183,000•Hybrid

About The Position

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. 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.
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.
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.