Genesys
Overview
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. Join the team and create the future of customer experience together. Position Purpose We are seeking a collaborative Customer Success Manager to drive customer value realization and foster strong partnerships across our organization. The ideal candidate will understand customer experience (CX) fundamentals while expertly orchestrating internal resources to ensure customer success. Responsibilities
Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor. Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams. Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities. Develop and execute customer success plans aligned with clients' business objectives. Proactively identify and coordinate resolution of customer needs through cross-functional partnerships. Monitor customer health metrics and drive adoption of solutions. Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey. Required Qualifications
Experience & Education 6+ years of Customer Success Management experience. Bachelor’s degree in business management or related field required. Proven track record of managing enterprise customer relationships. Strong business acumen with demonstrated ability to understand customer objectives. Excellence in cross-functional collaboration and stakeholder management. Experience preparing and delivering executive-level presentations. Proficiency with CRM systems and customer success platforms. Key Competencies Collaborative Leadership: Excellence in unifying diverse teams to achieve customer outcomes. Strategic Thinking: Ability to understand business challenges and coordinate appropriate solutions. Relationship Building: Skill in developing strong partnerships with customers and internal teams. Business Acumen: Understanding of business metrics and value drivers. Project Management: Capability to manage multiple concurrent initiatives. Communication: Outstanding written and verbal skills with ability to present to senior stakeholders. Stakeholder Management: Experience in aligning multiple parties toward common goals. Success Metrics
Customer satisfaction and retention rates Quality of cross-functional collaboration Effectiveness of Quarterly Business Reviews Product adoption and feature utilization Customer advocacy and reference ability Customer Focus
Extremely strong customer-facing skills Proactive mindset with strong follow-through Ability to translate complex technical concepts into business value Experience driving customer advocacy and satisfaction Additional Requirements
Travel: Less than 30% 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. $98,200.00 - $182,400.00 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 Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys
Genesys ae empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud ae is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. To learn more, visit www.genesys.com. Reasonable Accommodations
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Seniority level
Mid-Senior level Employment type
Full-time Job function
Sales and Business Development Industries: IT Services and IT Consulting and Software Development Referrals increase your chances of interviewing at Genesys by 2x Get notified about new Customer Success Manager jobs in Massachusetts, United States.
#J-18808-Ljbffr
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. Join the team and create the future of customer experience together. Position Purpose We are seeking a collaborative Customer Success Manager to drive customer value realization and foster strong partnerships across our organization. The ideal candidate will understand customer experience (CX) fundamentals while expertly orchestrating internal resources to ensure customer success. Responsibilities
Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor. Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams. Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities. Develop and execute customer success plans aligned with clients' business objectives. Proactively identify and coordinate resolution of customer needs through cross-functional partnerships. Monitor customer health metrics and drive adoption of solutions. Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey. Required Qualifications
Experience & Education 6+ years of Customer Success Management experience. Bachelor’s degree in business management or related field required. Proven track record of managing enterprise customer relationships. Strong business acumen with demonstrated ability to understand customer objectives. Excellence in cross-functional collaboration and stakeholder management. Experience preparing and delivering executive-level presentations. Proficiency with CRM systems and customer success platforms. Key Competencies Collaborative Leadership: Excellence in unifying diverse teams to achieve customer outcomes. Strategic Thinking: Ability to understand business challenges and coordinate appropriate solutions. Relationship Building: Skill in developing strong partnerships with customers and internal teams. Business Acumen: Understanding of business metrics and value drivers. Project Management: Capability to manage multiple concurrent initiatives. Communication: Outstanding written and verbal skills with ability to present to senior stakeholders. Stakeholder Management: Experience in aligning multiple parties toward common goals. Success Metrics
Customer satisfaction and retention rates Quality of cross-functional collaboration Effectiveness of Quarterly Business Reviews Product adoption and feature utilization Customer advocacy and reference ability Customer Focus
Extremely strong customer-facing skills Proactive mindset with strong follow-through Ability to translate complex technical concepts into business value Experience driving customer advocacy and satisfaction Additional Requirements
Travel: Less than 30% 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. $98,200.00 - $182,400.00 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 Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys
Genesys ae empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud ae is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. To learn more, visit www.genesys.com. Reasonable Accommodations
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Seniority level
Mid-Senior level Employment type
Full-time Job function
Sales and Business Development Industries: IT Services and IT Consulting and Software Development Referrals increase your chances of interviewing at Genesys by 2x Get notified about new Customer Success Manager jobs in Massachusetts, United States.
#J-18808-Ljbffr