Senior Customer Success Manager – Enterprise AI Adoption

Genesys

Washington

On-site

USD 104,000 - 183,000

Full time

4 days ago

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Benefits offered by this job

Medical insurance

Telehealth

Flexible schedule

Career growth

Paid holidays

401(k) matching

Adoption assistance

Fertility treatments

Job summary

Genesys is seeking a Senior Customer Success Manager in the United States West to own end-to-end customer success for a portfolio of strategic enterprise accounts. You’ll translate customer priorities into actionable success plans and orchestrate the right expertise across Professional Services, Support, Product, and Sales to realize value and strengthen partnerships.

You’ll lead executive business reviews, drive adoption, and identify risks and opportunities through proactive communication,

Qualifications

6+ years in Customer Success Management for enterprise or strategic relationships.
Bachelor’s degree in business management or related field.
Proven track record building trusted relationships with enterprise customers and navigating complex stakeholder environments.
Strong business acumen with ability to understand objectives, 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 translating complex tech into business value.
Proficiency with CRM systems and customer success platforms, including using health insights to inform priorities.

Responsibilities

Own end-to-end success of a portfolio of strategic enterprise accounts, aligning priorities with value realization and long-term partnership.
Influence customer strategy by connecting business objectives, customer experience priorities, and Genesys capabilities.
Drive alignment across Professional Services, Support, Product, and Sales to coordinate resources and deliver a consistent experience.
Lead executive-level Quarterly Business Reviews highlighting realized value and opportunities for expanded adoption.
Develop success plans translating objectives into priorities, milestones, and measurable progress.
Identify risks, mobilize cross-functional teams to remove barriers and protect outcomes.
Monitor health, product adoption, and feature utilization to surface actionable insights.
Build advocacy by nurturing trusted relationships and opportunities to share experiences.