Senior Customer Success Manager
Core
Build long-term strategic relationships with enterprise customers to drive adoption, retention, and growth of Genesys Cloud AI-powered experience orchestration platform.
Role type
Senior Customer Success Manager (Strategic Advisor)
Builds
Customer success strategies, executive business reviews, and value realization plans for enterprise clients.
Domain
Enterprise SaaS / Customer Experience (CX) / AI Orchestration
Required skills
Strategic account management, executive relationship building, business outcome alignment, cross-functional leadership, solution adoption guidance, renewal and expansion strategy, CRM proficiency (Salesforce, Gainsight)
Preferred skills
Contact center industry experience, vertical expertise, online community management
Technologies
Salesforce, Gainsight, PowerPoint, Excel, Word
Responsibilities
Serve as a trusted advisor to C-level executives to align Genesys solutions with customer business goals; Develop and execute customer success plans to drive onboarding, adoption, and retention; Conduct Executive Business Reviews (EBRs) to track progress against objectives; Identify and pursue expansion, cross-sell, and upsell opportunities; Mentor other Customer Success Managers and share best practices; Act as an escalation point for critical customer issues.
Seniority
Senior, hands-on IC with mentorship responsibilities