Genesys
Senior Manager Of Customer Success
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Position Purpose
We are seeking a Senior Manager of Customer Success to lead and develop a team of Customer Success Managers (CSMs) focused on driving growth and retention of Genesys' customers. In this role, you will coach and enable CSMs to deliver exceptional customer experiences while orchestrating strategies to help customers achieve their business outcomes through our products and services. Key Responsibilities
Team Leadership & Development
Lead and mentor a team of CSMs, providing strategic guidance and executive oversight. Establish team goals, resources, and working plans aligned with organizational objectives. Foster a collaborative environment emphasizing empathy and problem-solving. Conduct regular talent reviews and support career development initiatives. Drive consistent success management approaches across the customer portfolio. Customer Success Strategy
Guide CSMs in developing and executing Customer Success Plans that align with customer KPIs. Coach team to identify opportunities for product adoption and expansion. Drive proactive risk management strategies to maintain customer health. Support the team in achieving customer retention and growth objectives. Enable customer advocacy programs and reference initiatives. Cross-Functional Collaboration
Build strong partnerships with other team leaders to ensure seamless customer experiences. Coordinate with Professional Services to ensure smooth project delivery. Partner with Renewal Managers to drive strong forecasting and retention rates. Work with Sales to identify and execute cross-sell/up-sell opportunities. Required Qualifications
Experience & Education
2+ years of people management experience in SaaS Customer Success Substantial experience as a Customer Success Manager in high-growth SaaS Bachelor's degree in technology or business-related field Strong understanding of CX industry and technology Proficiency with CRM tools (Salesforce, Gainsight) and standard productivity software Key Competencies
Strategic mindset with ability to translate data insights into business impact. Excellence in written and verbal communication Proven ability to influence and motivate cross-functional teams. Strong interpersonal and presentation skills Experience managing complex technical and business situations. Ability to thrive in dynamic environments. Action-oriented approach to challenges Additional Requirements
Travel: Less than 30% Our Commitment to Inclusion Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses. Accommodations We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process, please visit our Reasonable Accommodations Form for assistance. Compensation This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $122,300.00 - $227,100.00 Benefits Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Position Purpose
We are seeking a Senior Manager of Customer Success to lead and develop a team of Customer Success Managers (CSMs) focused on driving growth and retention of Genesys' customers. In this role, you will coach and enable CSMs to deliver exceptional customer experiences while orchestrating strategies to help customers achieve their business outcomes through our products and services. Key Responsibilities
Team Leadership & Development
Lead and mentor a team of CSMs, providing strategic guidance and executive oversight. Establish team goals, resources, and working plans aligned with organizational objectives. Foster a collaborative environment emphasizing empathy and problem-solving. Conduct regular talent reviews and support career development initiatives. Drive consistent success management approaches across the customer portfolio. Customer Success Strategy
Guide CSMs in developing and executing Customer Success Plans that align with customer KPIs. Coach team to identify opportunities for product adoption and expansion. Drive proactive risk management strategies to maintain customer health. Support the team in achieving customer retention and growth objectives. Enable customer advocacy programs and reference initiatives. Cross-Functional Collaboration
Build strong partnerships with other team leaders to ensure seamless customer experiences. Coordinate with Professional Services to ensure smooth project delivery. Partner with Renewal Managers to drive strong forecasting and retention rates. Work with Sales to identify and execute cross-sell/up-sell opportunities. Required Qualifications
Experience & Education
2+ years of people management experience in SaaS Customer Success Substantial experience as a Customer Success Manager in high-growth SaaS Bachelor's degree in technology or business-related field Strong understanding of CX industry and technology Proficiency with CRM tools (Salesforce, Gainsight) and standard productivity software Key Competencies
Strategic mindset with ability to translate data insights into business impact. Excellence in written and verbal communication Proven ability to influence and motivate cross-functional teams. Strong interpersonal and presentation skills Experience managing complex technical and business situations. Ability to thrive in dynamic environments. Action-oriented approach to challenges Additional Requirements
Travel: Less than 30% Our Commitment to Inclusion Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses. Accommodations We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process, please visit our Reasonable Accommodations Form for assistance. Compensation This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $122,300.00 - $227,100.00 Benefits Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments