Senior Customer Success Manager-West

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.Position PurposeWe are seeking a collaborative Sr 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 ResponsibilitiesLead 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 partnershipsMonitor 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 QualificationsExperience & Education4+ 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 CompetenciesCollaborative 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 munication: Outstanding written and verbal skills with ability to present to senior stakeholders.Stakeholder Management: Experience in aligning multiple parties toward common goals.Success MetricsCustomer satisfaction and retention ratesQuality of cross-functional collaborationEffectiveness of Quarterly Business ReviewsProduct adoption and feature utilizationCustomer advocacy and reference abilityCustomer FocusExtremely strong customer-facing skillsProactive mindset with strong follow-throughAbility to translate complex technical concepts into business value.Experience driving customer advocacy and satisfaction.Additional RequirementsTravel: 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.$98,200.00 - $182,400.00Benefits:Medical, Dental, and Vision Insurance.Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link:a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. VisitAccommodations: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 can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.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 andveteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase. #J-18808-Ljbffr

Created: 2025-09-17