Senior Customer Success Manager

Genesys Telecommunications Laboratories, Inc.; Ciudad de México; Híbrido; USD 70,000 - 90,000; Jornada completa

Descripción de la vacante

A leading customer experience firm is seeking a Senior Customer Success Manager based in Mexico City. This key role involves managing relationships with enterprise customers to ensure success in their CX strategies. Candidates should have over 5 years of experience in technology-related fields, a track record in a SaaS environment, and strong leadership skills to influence across teams. A Bachelor's degree in a related field is required.

Servicios

Flexible working hours

Comprehensive health benefits

Formación

• 5+ years in technology field with enterprise account management.
• Proven success in a SaaS organization.
• Strong experience presenting to C-level executives.

Responsabilidades

• Manage a portfolio of enterprise customers and drive their CX journey.
• Develop Customer Success Plans and track progress against objectives.
• Collaborate with cross-functional teams to ensure customer success.

Conocimientos

Customer-focused

Strategic Leadership

Data Analysis

Multi-tasking

Educación

Bachelor's degree in technology or business

Herramientas

Salesforce

Microsoft Office Suite

Descripción del empleo

Senior Customer Success Manager page is loaded

Senior Customer Success Manager

Apply locations Mexico City, Mexico time type Full time posted on Posted Yesterday job requisition id JR107956

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

#LI-Hybrid

The Sr Customer Success Manager (CSM) role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption.

Key Responsibilities:

Strategic Customer Partnership

• Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
• Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
• Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
• Understand and align with customers' business value drivers, success criteria, and KPIs.
• Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score).
  
  

Business Growth & Retention

• Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
• Develop and implement strategic plans to prevent downsells and ensure customer retention.
• Proactively identify potential business leads for expansion opportunities.
• Prepare and deliver territory plans to define account strategies and align resources.
• Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.
  
  

Cross-functional Collaboration

Team with and establish shared accountability with adjacent functions including:

• Onboarding Specialists to ensure systematic customer introduction and rapid value realization.
• Professional Services to drive smooth implementation through go live.
• Renewal Managers to maintain strong forecasting and high retention rates.
• Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings.
  
  

Required Qualifications:

Experience & Education

• 5+ years of experience in technology-related field, including consulting and enterprise account management.
• Bachelor’s degree in technology- or business-related field.
• Successful sales track record within a SaaS organization.
• Proven experience presenting to and building relationships with C-level executives.
• Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features.
• Genesys platform knowledge is a plus.
  
  

Technical Skills

Proficiency with:

• CRM platforms (Salesforce, Gainsight).
• Microsoft Office Suite (PowerPoint, Excel, Word).
• Online communities and social media platforms.
• Strong data analysis and executive presentation capabilities.
  
  

Professional Competencies:

Strategic Leadership

• Demonstrates thought leadership in CX domain.
• Unifies, influences, and inspires cross-functional teams.
• Builds and maintains C-level relationships effectively.
• Projects confidence and credibility in executive settings.
  
  

Customer Focus

• 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.
  
  

Business Execution

• Strong multi-tasking abilities across customer portfolio.
• Excellent project and stakeholder management.
• Proven track record of driving business outcomes.
• Ability to manage complex enterprise relationships.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com .

Reasonable Accommodations:

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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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.