Genesys
Join to apply for the
Senior Customer Success Manager, East
role at
Genesys .
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through our AI-powered Experience Orchestration platform, organizations accelerate growth by delivering empathetic, personalized experiences at scale, driving customer loyalty, workforce engagement, efficiency, and operational improvements.
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.
Key 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.
Experience & Education
6+ years of Customer Success Management experience.
Bachelor’s degree in business management or a related field.
Proven track record of managing enterprise customer relationships.
Strong business acumen with demonstrated ability to understand customer objectives.
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
About Genesys Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI‑Powered Experience Orchestration platform that connects people, systems, data, and AI across the enterprise. To learn more, visit https://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.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre‑filled message and complete the requested information before sending. If you have any questions, please include them in your email.
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.
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Senior Customer Success Manager, East
role at
Genesys .
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through our AI-powered Experience Orchestration platform, organizations accelerate growth by delivering empathetic, personalized experiences at scale, driving customer loyalty, workforce engagement, efficiency, and operational improvements.
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.
Key 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.
Experience & Education
6+ years of Customer Success Management experience.
Bachelor’s degree in business management or a related field.
Proven track record of managing enterprise customer relationships.
Strong business acumen with demonstrated ability to understand customer objectives.
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
About Genesys Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI‑Powered Experience Orchestration platform that connects people, systems, data, and AI across the enterprise. To learn more, visit https://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.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre‑filled message and complete the requested information before sending. If you have any questions, please include them in your email.
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.
#J-18808-Ljbffr