Senior Customer Success Manager
United States- WEST

Role Overview:

Drive measurable customer value across a portfolio of strategic enterprise accounts by helping organizations maximize adoption, strengthen customer experiences, and achieve the business outcomes they expect from their Genesys investment.

As a Senior Customer Success Manager, you will own the end-to-end customer success relationship, translating customer priorities into actionable success plans and orchestrating the right expertise across Professional Services, Support, Product, and Sales. You will serve as a trusted advisor to customer stakeholders and senior leaders, using customer health insights, adoption trends, and business priorities to identify risks and opportunities.

Your influence will extend across the customer lifecycle, from aligning stakeholders on strategic objectives to leading executive business reviews that demonstrate value and uncover opportunities for deeper adoption. Through empathy, proactive communication, and coordinated execution, you will help customers turn complex technology capabilities into meaningful business and customer experience outcomes.

This role offers visibility into enterprise customer initiatives and the opportunity to deepen expertise in customer success strategy, executive engagement, customer experience, and cross-functional leadership. You will help shape how Genesys supports strategic customers while strengthening the partnerships that drive retention, advocacy, and long-term value.

Key Responsibilities:

• Own the end-to-end success of a portfolio of strategic enterprise accounts, aligning customer priorities with success plans that support value realization, retention, adoption, and long-term partnership
• Influence customer strategy by serving as a trusted advisor who connects business objectives, customer experience priorities, and Genesys capabilities
• Drive alignment across Professional Services, Support, Product, and Sales to coordinate resources, resolve customer needs, and deliver a consistent customer experience
• Lead executive-level Quarterly Business Reviews that demonstrate realized value, assess progress against customer objectives, and identify opportunities for expanded adoption and growth
• Develop customer success plans that translate business objectives into clear priorities, milestones, stakeholder commitments, and measurable indicators of progress
• Identify customer risks and emerging needs proactively, mobilizing cross-functional stakeholders to remove barriers and protect customer outcomes
• Monitor customer health, product adoption, and feature utilization to surface actionable insights and strengthen engagement throughout the customer lifecycle
• Build customer advocacy by cultivating trusted relationships, delivering consistent value, and creating opportunities for satisfied customers to share their experience

Required Qualifications:

• 6+ years of experience in Customer Success Management, including responsibility for enterprise or strategic customer relationships
• Bachelor’s degree in business management or a related field
• Proven track record of building trusted relationships with enterprise customers and navigating complex stakeholder environments
• Strong business acumen with demonstrated ability to understand customer objectives, business metrics, and value drivers
• Demonstrated success collaborating across Sales, Professional Services, Support, Product, and other customer-facing functions
• Experience preparing and delivering executive-level presentations, business reviews, and strategic customer communications
• Strong written and verbal communication skills, including the ability to translate complex technical concepts into clear business value
• Proficiency with CRM systems and customer success platforms, including the ability to use customer data and health insights to inform priorities

Preferred Qualifications:

• Demonstrated strength in collaborative leadership, bringing diverse internal and customer stakeholders together around shared outcomes
• Strong strategic thinking and judgment when navigating complex customer challenges, competing priorities, and cross-functional dependencies
• Experience managing multiple concurrent customer initiatives with consistent follow-through and stakeholder visibility
• Proven ability to strengthen customer satisfaction, advocacy, retention, product adoption, and executive engagement
• Experience partnering with senior leaders and influencing decisions without direct authority
• Ability to travel less than 30%

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

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