Senior Customer Success Manager

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Build something new with a world-class team. Powered by Genesys Cloud , our AI-driven Experience Orchestration platform enables organizations around the world to deliver personalized, empathetic experiences at scale—helping them increase customer loyalty, empower employees, and accelerate business growth. With more than 6,000 employees worldwide , we're united by a shared passion for innovation, collaboration, and customer success. We foster a culture where every employee is trusted to make an impact, take ownership, and contribute to shaping the future of customer experience. At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you? Customer Success Manager The goal of this Customer Success Manager (CSM) role is to establish a lifelong relationship between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision. As the CSM you are the customer’s advocate and champion throughout their journey with Genesys. You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth. What You’ll Do: The primary responsibilities for this role include (but are not limited to). Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Customer Success Manager and customers can achieve mutual success) Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes Promoting continuous growth through the relevant innovation path Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives Drive continuous improvement of customer advocacy measures Prepare and deliver territory plans to define account strategies and align resources Establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to: Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible Professional Services to ensure that implementations progress smoothly to go-live Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue Sales to identify cross-sell/up-sell opportunities and drive incremental bookings Ad-hoc duties as directed by Management Take on and assist in driving internal strategic initiatives and continuous improvement programs. You’ve been there and done this… 6+ years’ experience in a technology-related field Bachelor’s Degree in a technology- or business-related field is preferred Familiarity with CX (industry and technology) to drive consultative approach to customer interactions Strong ability to build relationships and proactive engagement using digital touch capabilities Ability to manage/multi-task multiple actions across assigned customer base