Sr. Customer Success Manager
Core
Drive measurable customer value for strategic enterprise accounts by maximizing adoption, strengthening customer experiences, and achieving business outcomes through Genesys AI-powered experience orchestration.
Role type
Senior Customer Success Manager (Strategic Enterprise)
Builds
AI-powered experience orchestration platform connecting people, systems, data, and AI
Domain
Customer Experience (CX) / Enterprise Software / AI
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic account management, cross-functional leadership, executive stakeholder engagement, business acumen, risk identification, customer health monitoring, advocacy cultivation
Preferred skills
Collaborative leadership, strategic thinking, multi-initiative management, senior leader partnership, influence without authority
Technologies
CRM systems, customer success platforms
Responsibilities
Own end-to-end success of strategic enterprise portfolios, influence customer strategy as a trusted advisor, drive alignment across Professional Services/Support/Product/Sales, lead executive Quarterly Business Reviews, develop customer success plans, identify and mitigate customer risks, monitor health and adoption metrics, build customer advocacy
Seniority
Senior, hands-on IC with strategic focus
