Senior Customer Success Manager

Genesys Cloud Services, Inc.; Zürich; Hybrid; CHF 120.000 - 150.000; Vollzeit

Benefits dieser Stelle

paid volunteer time

August Free Fridays

well-being resources

regionally tailored programs for staff

Zusammenfassung

Genesys Cloud Services, Inc. is seeking a Customer Success Manager to build lifelong relationships with enterprise customers, advising and equipping them to achieve their CX vision.

You will advocate for customers, orchestrate adoption of products and services, and partner with related functions to maximize outcomes across onboarding, retention and revenue growth. Based in Switzerland, you’ll manage a diverse portfolio, drive customer value, and lead executive reviews while fostering

Qualifikationen

• 6+ years in a technology-related field.
• Bachelor’s Degree in technology or business preferred.
• Familiarity with CX to drive consultative approaches.
• Strong relationship-building and proactive engagement.
• Ability to manage multiple actions across accounts.
• Excellent interpersonal and written/verbal communication in English and German.

Aufgaben

• Manage a portfolio of customers as the primary contact throughout their CX journey.
• Develop Customer Success Plans and KPIs with customers.
• Promote adoption of product features and services to achieve business outcomes.
• Lead executive business reviews to track progress and ROI.
• Collaborate with Onboarding, Professional Services, Renewal, and Sales teams.

Kenntnisse

Relationship building

German language

English communication

Leadership

Client relationship management

Ausbildung

Bachelor’s degree in technology or business

Tools

PowerPoint

Excel

Word

Salesforce

Gainsight

Jobbeschreibung

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

• 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…

Requirements

• 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
• Excellent interpersonal, presentation skills – both written and verbal
• Fluent German language skills
• Excellent verbal and written communication in English
• Positive attitude and high willingness to learn
• Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms

Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.

150+ new AI features were released in the last fiscal year.

A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.

Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.

Benefits

• paid volunteer time
• August Free Fridays
• well-being resources
• regionally tailored programs for employees and their families

Recognized globally – Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

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 [e-mail]. You can expect a response within 24–48 hours. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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.

Our AI-powered platform connects people, systems, data and AI to help businesses work smarter, respond faster and create more meaningful interactions.