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

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.

Job Title: Sr. Customer Success Manager

Location: West and Central Region

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

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.

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 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.

$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

Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected]. You can expect a response within 24‑48 hours.

Equal Opportunity Employer 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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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