Sr. Customer Success Manager

📌 Core Information

🔹 Job Title: Sr. Customer Success Manager

🔹 Company: Genesys

🔹 Location: Colorado, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Sat Mar 29 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Not specified

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Fostering customer loyalty and driving business growth.
• Enhancing customer experiences through empathy and collaboration.
• Acting as a liaison for enterprise clients to ensure satisfaction.
• Utilizing AI-driven solutions to offer personalized, scalable solutions.

ASSUMPTION: The role involves a mix of technical and interpersonal interaction, likely requiring the candidate to bridge technical solutions with business needs effectively.

📋 Key Responsibilities

✅ Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor.

✅ Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams.

✅ Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities.

✅ Develop and execute customer success plans aligned with clients' business objectives.

✅ Proactively identify and coordinate resolution of customer needs through cross-functional partnerships.

✅ Monitor customer health metrics and drive adoption of solutions.

✅ Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.

ASSUMPTION: The responsibilities involve significant stakeholder management, indicating the need for adept communication and problem-solving skills.

🎯 Required Qualifications

Education: Bachelor’s degree in business management or related field required.

Experience: 4+ years of Customer Success Management experience.

Required Skills:

• Proven track record of managing enterprise customer relationships.
• Strong business acumen with demonstrated ability to understand customer objectives.
• Excellence in cross-functional collaboration and stakeholder management.

Preferred Skills:

• Experience preparing and delivering executive-level presentations.
• Proficiency with CRM systems and customer success platforms.

ASSUMPTION: Preferred candidates may have additional certifications in relevant areas such as project management or customer relationship management.

💰 Compensation & Benefits

Salary Range: $98,200.00 - $182,400.00, subject to change based on experience, skills, and location.

Benefits:

• Medical, Dental, and Vision Insurance.
• Flexible work schedules and work-from-home opportunities.
• Development and career growth opportunities.

Working Hours: 40 hours per week, with potential flexibility in scheduling.

ASSUMPTION: The company likely provides some remote work flexibility despite the on-site designation to attract top talent.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, specializing in customer experience and cloud solutions.

Company Size: 5,001-10,000 employees, offering substantial resources and opportunities for employee impact.

Founded: Not specified, but operates globally impacting over 8,000 organizations in more than 100 countries.

Company Description:

• Empowering companies to transform customer experiences across various channels.
• Focus on AI-driven solutions for enhanced customer and workforce engagement.
• Engagement with a wide array of industries, providing tailored customer service platforms.

Company Specialties:

• Call Center Software
• Cloud Contact Center
• Customer Experience Software

Company Website: http://www.genesys.com

ASSUMPTION: Based on the industry focus, Genesys likely has a dynamic and technically proficient work environment.

📊 Role Analysis

Career Level: Senior-level, aligning with significant responsibility and autonomy.

Reporting Structure: Likely reports to a Director or VP of Customer Success or a similar senior leadership position.

Work Arrangement: Primarily on-site with possible flexibility for remote work.

Growth Opportunities:

• Pioneering customer success strategies in a tech-advanced firm.
• Opportunities to lead cross-functional projects and initiatives.
• Potential for advancement to higher leadership roles.

ASSUMPTION: Given Genesys's size and scope, there are significant career advancement opportunities within the company for high performers.

🌍 Location & Work Environment

Office Type: Modern corporate office, potentially with hybrid workstations to support flexible working.

Office Location(s): Colorado, with additional offices worldwide.

Geographic Context:

• Close to tech hubs offering networking opportunities.
• Access to regional customer bases enhances strategic role performance.
• Denver, Colorado is known for a high quality of life and competitive business environment.

Work Schedule: Full-time, likely within standard business hours with some flexibility.

ASSUMPTION: The work environment is conducive to professional development with a strong emphasis on cross-team collaboration.

💼 Interview & Application Insights

Typical Process:

• Initial application review by HR.
• First-round interviews with hiring manager or team lead.
• Technical and culture fit assessments through panel interviews.

Key Assessment Areas:

• Customer success experience and strategic account management.
• Technical proficiency with CRM tools.
• Communication and stakeholder management skills.

Application Tips:

• Highlight experience in managing customer success for enterprise accounts.
• Showcase examples of cross-functional collaboration and successful project delivery.
• Provide concrete metrics related to customer satisfaction and retention rates.

ATS Keywords: Customer Success, Business Acumen, CRM, Stakeholder Management, Cross-Functional Collaboration, Strategic Thinking, Project Management, Enterprise Accounts

ASSUMPTION: Applications are evaluated for both technical competence and the ability to adapt Genesys’s customer-centric culture.

🛠️ Tools & Technologies

• Genesys Cloud
• CRM software like Salesforce or Microsoft Dynamics
• AI-driven orchestration tools

ASSUMPTION: Proficiency in AI technologies and cloud-based tools is crucial for this role, considering Genesys's product offerings.

👔 Cultural Fit Considerations

Company Values:

• Empathy towards customers and colleagues.
• Innovative solutions and continuous improvement.
• Collaboration and teamwork across departments.

Work Style:

• Autonomous yet team-oriented approach.
• Adaptability to dynamic business environments.
• Focus on strategic outcomes and business objectives.

Self-Assessment Questions:

• Do I have a history of developing strong customer relationships?
• Can I orchestrate resources effectively to achieve customer success?
• Am I comfortable with technology and AI-driven solutions?

ASSUMPTION: Candidates who embody the company’s values of empathy and innovation are ideal fits for the cultural environment at Genesys.

⚠️ Potential Challenges

• Balancing customer demands with internal resource constraints.
• Keeping up with rapidly evolving technology and solutions.
• Maintaining high levels of customer satisfaction across diverse accounts.
• Navigating complex global customer success engagements.

ASSUMPTION: The role demands a proactive mindset and resilience to effectively manage the challenges associated with strategic customer management.

📈 Similar Roles Comparison

• Principal Account Manager typically focuses solely on customer relationships without the extensive cross-functional collaboration.
• Technical Account Manager role may involve more in-depth product technical knowledge.
• Customer Service Director often oversees broader team management and strategy implementation.

ASSUMPTION: This position combines strategic thinking with a deep understanding of customer success, compared to roles with more technical or broader managerial focuses.

📝 Sample Projects

• Developing a quarterly business review framework for enterprise clients.
• Leading a cross-functional team to optimize customer onboarding processes.
• Implementing AI-driven customer health metrics in CRM systems.

ASSUMPTION: Sample projects align with the responsibilities of metrics management and stakeholder collaboration.

❓ Key Questions to Ask During Interview

• What metrics are most critical to assess the success of this role?
• How does the company foster collaboration between departments for cohesive customer solutions?
• What are the current challenges facing the customer success team at Genesys?
• Can you provide examples of a successful strategic account management initiative?
• How is the performance and success of the Customer Success Manager measured?

ASSUMPTION: Highlighting these inquiries will elucidate company-specific practices and areas for impact and improvement.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Genesys careers page or via any provided external job boards.
• Include a tailored resume focusing on relevant customer success metrics and achievements.
• Prepare a cover letter that demonstrates your understanding of Genesys's industry and customer experience focus.
• Arrange portfolio elements demonstrating past successes in similar roles if applicable.
• Prepare for potential first-round virtual interviews and assessments.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.