Senior Customer Success Manager
Core
Lead strategic relationships with enterprise customers to deliver measurable value, accelerate AI adoption, and drive sustainable growth for Genesys's Experience Orchestration platform.
Role type
Senior Customer Success Manager (Strategic Account)
Builds
Enterprise customer success strategies, Experience Orchestration Plans, and AI transformation roadmaps
Domain
Enterprise SaaS / Customer Experience (CX) / AI
Required skills
Strategic account management, executive relationship building, AI transformation guidance, cross-functional orchestration, value realization, partner ecosystem management, commercial mindset, data-driven insights, executive storytelling, coaching
Preferred skills
Genesys Cloud/CCaaS experience, Gainsight/Salesforce proficiency, AI/automation program experience, EBR/success plan development
Technologies
Genesys Cloud, Gainsight, Salesforce, Generative AI tools
Responsibilities
Own customer success strategy and develop Experience Orchestration Plans; Build trusted executive relationships; Drive value realization and adoption; Guide AI transformation use cases; Orchestrate cross-functional teams; Collaborate with partners; Protect and grow customer relationships; Lead strategic governance and advocacy; Coach and mentor colleagues; Work AI-first to automate tasks and enhance engagement