Sr. Customer Success Manager - East

Sr. Customer Success Manager - East 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.

• 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.

• 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.

• 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.

• 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

• 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.

• Travel:
  Less than 30%

Markets competitive salary with an anticipated base compensation range: $ - $. Role may also be eligible for commission or performance-based bonus opportunities.

• 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 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 and expressions, marital statuses, national origins, disabilities, and military/veteran statuses.

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.

To support job seekers requesting accommodations, if you require a reasonable accommodation to complete any part of the application process, you may contact us at reasonab You can expect a response within 24-48 hours.