Senior Customer Success Manager

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.

Sr. Customer Success Manager

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 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

• 4+ 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 …