Senior Customer Success Manager
Core
Lead strategic relationships with enterprise customers to deliver measurable value, accelerate AI adoption, and drive sustainable growth through experience orchestration.
Role type
Senior Customer Success Manager (Strategic Account)
Builds
Customer success strategies, Experience Orchestration Plans (EOPs), and Customer Success Plans (CSPs) for high-value enterprise accounts.
Domain
Enterprise SaaS / Customer Experience (CX) / AI
Required skills
Strategic account management, executive relationship building, value realization, adoption management, cross-functional leadership, partner ecosystem management, AI transformation guidance, commercial mindset, data analytics, executive storytelling.
Preferred skills
Genesys Cloud/CCaaS experience, Gainsight/Salesforce proficiency, AI/automation program experience, EBR/success plan development, customer advocacy.
Technologies
Genesys Cloud, Gainsight, Salesforce, Generative AI tools
Responsibilities
Own customer success strategy for strategic accounts; build trusted executive relationships; drive value realization and adoption; guide AI transformation use cases; orchestrate cross-functional teams (Sales, TAMs, Product); collaborate with partners; protect and grow relationships; lead strategic governance (EBRs); develop customer advocacy.
Seniority
Senior, hands-on IC with mentorship responsibilities