Remote-Eligible Senior Enterprise CSM – AI Adoption Growth

Genesys

California (MO)

On-site

USD 104,000 - 183,000

Full time

14 days+

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Benefits offered by this job

Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules and work from

Development and career growth

Open Time Off in addition to 10 paid

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys is seeking a Senior Customer Success Manager to lead a portfolio of strategic enterprise accounts in the United States. You will translate customer priorities into actionable success plans, orchestrate resources across Professional Services, Support, Product, and Sales, and serve as a trusted advisor to executives to maximize adoption and business outcomes.

You will drive executive-level reviews, monitor health and product usage, and identify risks and opportunities to protect and grow

Qualifications

6+ years of experience in Customer Success Management, including responsibility for enterprise or strategic customer relationships.
Bachelor’s degree in business management or a related field.
Proven track record of building trusted relationships with enterprise customers and navigating complex stakeholder environments.
Strong business acumen with demonstrated ability to understand customer objectives, business metrics, and value drivers.
Demonstrated success collaborating across Sales, Professional Services, Support, Product, and other customer-facing functions.
Experience preparing and delivering executive-level presentations, business reviews, and strategic customer communications.
Strong written and verbal communication skills, including the ability to translate complex technical concepts into clear business value.
Proficiency with CRM systems and customer success platforms, including the ability to use customer data and health insights to inform priorities.

Responsibilities

Own the end-to-end success of a portfolio of strategic enterprise accounts, aligning customer priorities with success plans that support value realization, retention, adoption, and long-term partnership.
Influence customer strategy by serving as a trusted advisor who connects business objectives, customer experience priorities, and Genesys capabilities.
Drive alignment across Professional Services, Support, Product, and Sales to coordinate resources, resolve customer needs, and deliver a consistent customer experience.
Lead executive-level Quarterly Business Reviews that demonstrate realized value, assess progress against customer objectives, and identify opportunities for expanded adoption and growth.
Develop customer success plans that translate business objectives into clear priorities, milestones, stakeholder commitments, and measurable indicators of progress.
Identify customer risks and emerging needs proactively, mobilizing cross-functional stakeholders to remove barriers and protect customer outcomes.
Monitor customer health, product adoption, and feature utilization to surface actionable insights and strengthen engagement throughout the customer lifecycle.
Build customer advocacy by cultivating trusted relationships, delivering consistent value, and creating opportunities for satisfied customers to share their experience.