Senior Enterprise Customer Success Manager, AI (Remote)

Genesys Cloud Services, Inc.; Northern (KY); Hybrid; USD 104,000 - 183,000; Full time

Benefits offered by this job

Medical, Dental, & Vision

Telehealth

Flexible work schedules

Career growth

PTO and holidays

401(k) matching

Adoption assistance

Fertility treatments

Job summary

Genesys is seeking a Senior Customer Success Manager for the United States West region to drive measurable value across a portfolio of strategic enterprise accounts. You will own end-to-end customer success, translate priorities into actionable plans, and orchestrate expertise across Professional Services, Support, Product, and Sales as a trusted advisor to executives.

You will lead executive business reviews, drive adoption, monitor health and engagement, and coordinate resources to protect

Qualifications

• 6+ years in Customer Success Management with enterprise accounts.
• Bachelor's degree in business management or related field.
• Proven ability to build trusted relationships with enterprise customers.
• Strong business acumen to understand objectives, metrics and value drivers.
• Collaborates across Sales, Professional Services, Support, Product.
• Experience delivering executive-level presentations and business reviews.
• Excellent written and verbal communication; translate tech concepts to business value.
• Proficient with CRM systems and customer success platforms.

Responsibilities

• Own end-to-end success of a portfolio of strategic enterprise accounts.
• Align customer priorities with success plans to support value realization, retention and adoption.
• Influence customer strategy and connect business objectives with Genesys capabilities.
• Coordinate resources across Professional Services, Support, Product, and Sales.
• Lead executive Quarterly Business Reviews to demonstrate value and growth opportunities.
• Develop customer success plans with clear priorities, milestones and commitments.
• Identify risks and needs, mobilize cross-functional teams to protect outcomes.
• Monitor health, adoption and engagement to surface actionable insights.

Skills

Enterprise accounts

Executive communications

Cross-functional alignment

Strategic thinking

CRM software

Presentations

Education

Bachelor's degree in business management or related field

Tools

CRM systems

Customer success platforms

Job description

Genesys is seeking a Senior Customer Success Manager for the United States West region to drive measurable value across a portfolio of strategic enterprise accounts. You will own end-to-end customer success, translate priorities into actionable plans, and orchestrate expertise across Professional Services, Support, Product, and Sales as a trusted advisor to executives.

You will lead executive business reviews, drive adoption, monitor health and engagement, and coordinate resources to protect