Expert Customer Success Manager
Core
Strategic partner for Banking and Telecommunications customers, driving product adoption, retention, and revenue growth for AI-powered experience orchestration platforms.
Role type
Senior Expert Customer Success Manager (Strategic/Mid-Market)
Builds
Long-term customer relationships and business outcomes for enterprise clients
Domain
Customer Experience (CX) / Banking & Financial Services / Telecommunications
Deliverable
client delivery
Required skills
Strategic account management, Customer Success planning, Executive stakeholder engagement, CRM proficiency (Salesforce/Gainsight), Industry vertical expertise (Banking/Telecom), Contact center/CCaaS knowledge, Cross-functional collaboration
Preferred skills
Analytical mindset, Strategic solution design, Executive presence, Complex organization navigation
Technologies
Salesforce, Gainsight, CCaaS solutions, Genesys platform
Responsibilities
Manage strategic customer portfolio and develop Customer Success Plans, Drive product adoption and connect features to business KPIs, Lead Executive Business Reviews (EBRs) and track strategic objectives, Manage escalations and coordinate cross-functional teams (Onboarding, Professional Services, Renewal, Sales), Build customer advocacy and referenceability, Prepare territory and account plans
Seniority
Senior, hands-on IC with strategic focus