Senior Customer Success Manager

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Take ownership of the comprehensive success of a portfolio comprising strategic enterprise accounts.

• Align customer objectives with success plans that facilitate value realization, retention, adoption, and enduring partnerships.

• Act as a trusted advisor by linking business goals, customer experience priorities, and Genesys capabilities.

• Coordinate resources across Professional Services, Support, Product, and Sales teams.

• Conduct executive-level Quarterly Business Reviews.

• Create customer success plans that outline priorities, milestones, stakeholder commitments, and measurable progress indicators.

• Proactively spot customer risks and emerging requirements.

• Track customer health, product adoption, and feature usage.

• Foster customer advocacy through trusted relationships and consistent delivery of value.

⛳️ Requirements

• Minimum of 6 years in Customer Success Management, particularly with enterprise or strategic customer relationships.

• Bachelor’s degree in business management or a related discipline.

• Established history of developing trusted relationships with enterprise clients.

• Capability to navigate complex stakeholder environments effectively.

• Strong business acumen with an understanding of customer objectives, business metrics, and value drivers.

• Experience collaborating with Sales, Professional Services, Support, Product, and other customer-facing teams.

• Proven experience in preparing and delivering executive-level presentations, business reviews, and strategic communications to customers.

• Excellent written and verbal communication skills.

• Ability to convert complex technical concepts into clear business value.

• Proficiency in CRM systems and customer success platforms.

• Willingness to travel less than 30% of the time.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and options for remote work.

• Opportunities for development and career advancement.

• Open Time Off in addition to 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatments.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.

• Mentorship, learning programs, leadership development, and education support.