Senior Customer Success Manager - west

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 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.

Required Qualifications

Experience & Education

• 8+ 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 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%

Compensation: $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

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.