Customer Success Executive managing end - to - end experience for F&B clients. Onboarding and supporting clients for optimal system utilization in a hybrid work environment.
About the role
- Senior Customer Success Manager responsible for managing customer success for enterprise clients at Genesys. Focused on driving retention, expansion, and customer satisfaction across strategic accounts.
Responsibilities
- Own the end-to-end success of a portfolio of enterprise customers, driving measurable outcomes such as retention, expansion, and customer satisfaction
- Lead strategic account engagement by acting as a trusted advisor, aligning Genesys solutions to customer business objectives and CX transformation goals
- Drive alignment across Professional Services, Support, Product, and Sales to deliver seamless, high-impact customer experiences
- Conduct executive-level Quarterly Business Reviews that demonstrate value realization, uncover growth opportunities, and influence long-term strategy
- Develop and execute success plans that increase platform adoption, optimize feature utilization, and accelerate time to value
- Identify risks and opportunities proactively, coordinating cross-functional resources to resolve challenges and improve customer health
- Monitor and analyze customer health metrics to inform data-driven decisions that enhance engagement and retention
- Advocate for customer needs internally, influencing product direction and service improvements based on real-world insights
Requirements
- 6+ years of experience in Customer Success Management or related customer-facing roles
- Proven track record of managing and growing enterprise customer relationships
- Strong business acumen with the ability to understand and align to customer objectives and value drivers
- Demonstrated experience collaborating across cross-functional teams and influencing stakeholders at multiple levels
- Experience delivering executive-level presentations and facilitating strategic discussions
- Proficiency with CRM systems and customer success platforms
- Bachelor’s degree in Business, Management, or a related field
Benefits
- Medical, Dental, and Vision Insurance.
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments
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