Senior Customer Success Manager
Core
Establish lifelong relationships with enterprise customers by advising on and orchestrating AI-powered experience orchestration strategies to achieve their customer experience (CX) vision and business outcomes.
Role type
Senior Customer Success Manager (Enterprise)
Builds
AI-driven Experience Orchestration platform (Genesys Cloud) for enterprise organizations
Domain
Customer Experience (CX) / AI / Enterprise Software
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Customer Success management, consultative selling, business value analysis, KPI definition, executive presentation, cross-functional collaboration, territory planning, renewal forecasting, cross-sell/up-sell strategy
Preferred skills
CX industry knowledge, relationship building, multi-tasking, leadership influence, strategic initiative driving
Technologies
Salesforce, Gainsight, PowerPoint, Excel, Word
Responsibilities
Manage a portfolio of customers as primary business point of contact; Develop Customer Success Plans based on business value drivers; Prescribe product adoption to achieve key business outcomes; Conduct Executive Business Reviews to track progress; Collaborate with Onboarding, Professional Services, Renewal, and Sales teams; Drive internal strategic initiatives.
Seniority
Senior, hands-on IC