Senior Customer Success Manager

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.

What You Will Do

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.

Why It Might Be a Fit

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.

Requirements

• 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

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