Sr. Customer Success Manager, Strategic Account

Job Title

Sr. Customer Success Manager

West and Central Regions

At Genesys, we help organizations create better customer experiences through AI‑powered experience orchestration. This role focuses on driving customer value realization and fostering strong partnerships across internal teams 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.
• Provide high‑touch engagement throughout the customer experience journey.

• 6+ years of Customer Success Management experience.
• Bachelor's degree in business management or related field.
• Proven track record of managing enterprise customer relationships.
• Strong business acumen and 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
• Strategic Thinking
• Relationship Building
• Business Acumen
• Project Management
• Communication
• Stakeholder Management

• 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

• Travel less than 30%

$ – $

• 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 skills, experience, and potential, regardless of race, color, age, religion, sex, sexual orientation, gender identity, marital status, national origin, disability, or military status.