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

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

Senior Customer Success Manager, Public Sector

Key skills