Senior Manager, Customer Success Apply locations Santiago, Chile time type Full time posted on Posted 2 Days Ago job requisition id JR106346
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees.
Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed.
Join the team and create the future of customer experience together.
Sr Manager, Customer Success The goal of this Sr Manager, Customer Success role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys' customers.
Their goal is to coach, develop, manage, and enable the Customer Success Managers in support of their responsibilities.
Key Responsibilities: The Manager leads and works with their team of CSMs as they advocate and champion their customers' journeys and orchestrate the right strategies, products, and services to help customers rapidly realize their business outcomes. The Manager works closely with leaders from other Genesys functions to ensure a One Genesys approach to customer success. Responsibilities / Job Duties: In this role, the primary responsibilities will include (but are not limited to):
Lead their team as they manage a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight, as necessary. Coach their team to apply 'empathy in action', to understand customers' business value drivers, success criteria, and KPIs to develop and execute Customer Success Plans. Support their team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys' products, services, and best practices. Ability to drive the team to achieve multiple objectives all related to customer health and growing, in synchrony with other internal and external areas. Ability to manage complex technical/business situations with a solving problem attitude and tireless devotion to customers. Conduct a regular talent review cadence with their team to ensure ongoing development and progress toward agreed-upon career goals and objectives. Enable their team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities. Coach their team to apply proactive risk management for customer sentiment. Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions in key points of the customer journey. Required Qualifications: 3+ years' experience in a SaaS CSM people management role. Substantial experience working as a Sr.
Customer Success Manager in a fast-growing SaaS company. Bachelor's or advanced degree in technology- or business-related field. Familiarity with CX (industry and technology) to lead a consultative approach. Fostering an environment of teamwork and collaboration. Excellent interpersonal and presentation skills – both written and verbal. Leadership profile that unifies, influences, and motivates cross-functional teams. Proficient with CRM tools such as Salesforce and Gainsight. Travel ~30% of the time. Skills and Competencies: Analytics Mindset. Ability to translate insights from data into customer business impacts. Foundational Product Skill. Understands how the adoption of products relates to key business outcomes. How we Think: Customer Focus – Building strong customer relationships and delivering customer-centric solutions. Balancing the needs of multiple stakeholders. Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. How we Own It: Ensures Accountability – Holding self and others accountable to meet commitments. Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals. Action oriented – Taking on new opportunities and tough challenges with a sense of urgency. How we Interact: Collaborates – Building partnerships and working collaboratively with others. Manages Conflict – Handling conflict situations effectively. Active listener – Focuses on the person speaking with the intent of understanding. Communicates Effectively – Developing and delivering multi-mode communications. Organizational Savvy – Maneuvering comfortably through complex policy and process. How we Show Up: Instills Trust – Gaining the confidence and trust of others through honesty and integrity. Situational Adaptability – Adapting approach and demeanor in real time.
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