Sr. Customer Success Manager, Strategic Account (Hiring Immediately)

Job Title Sr. Customer Success Manager

Location West and Central Regions

Overview At Genesys, we help organizations create better customer experiences through AI‑powered experience orchestration. This role focuses on driving customer value realization and fostering strong partnerships across internal teams 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.

Provide high‑touch engagement throughout the customer experience journey.

Required Qualifications

6+ years of Customer Success Management experience.

Bachelor's degree in business management or related field.

Proven track record of managing enterprise customer relationships.

Strong business acumen and 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

Strategic Thinking

Relationship Building

Business Acumen

Project Management

Communication

Stakeholder Management

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

Additional Requirements

Travel less than 30%

Compensation $104,000.00 – $183,000.00

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

Equal Opportunity Employer Genesys is an equal‑opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on skills, experience, and potential, regardless of race, color, age, religion, sex, sexual orientation, gender identity, marital status, national origin, disability, or military status.

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