Customer Success Manager supporting international customers in achieving innovation success at LexisNexis. Managing customer lifecycle and delivering tailored product enablement services.
About the role
- Director of Customer Success at Genesys leading a team of CSMs to enhance customer loyalty and engagement. Driving strategic customer success initiatives across the Genesys platform.
Responsibilities
- Lead team in managing a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight as necessary.
- Coach team to apply 'empathy in action' to understand customers' business value drivers, success criteria, and KPIs.
- Lead and deliver compelling Executive Business Reviews (EBRs) to C-level stakeholders, articulating strategic value, ROI, and business impact.
- Guide team in preparing and presenting Quarterly Business Reviews (QBRs) that demonstrate customer success, adoption metrics, and strategic roadmap alignment.
- Develop and present data-driven insights that resonate with executive stakeholders and drive strategic decision-making.
- Support team in helping customers achieve business outcomes through adoption of relevant Genesys products, services, and best practices.
- Enable team to drive customer reference-ability and advocacy.
- Drive participation in key engagement activities such as Customer Advisory Board and Customer Roundtable.
- Coach team to apply proactive risk management for customer sentiment, turning potential risks into opportunities to delight, retain, and grow customers.
- Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions.
Requirements
- 6+ years' experience in a SaaS CSM people management role
- 10+ years’ working as a 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.
- Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey.
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
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Working Student focusing on customer success and operations at Paymenttools. Involves administrative support and workflow improvements in a hybrid environment.
Customer Success Manager responsible for improving partner metrics and collaboration with onboarding and management teams. Working with SaaS platforms for customer engagement and marketing solutions.
CRM Analyst focusing on customer satisfaction and engagement strategies. Collaborating with clients and internal teams to optimize CRM services in marketing.
Senior Director of Customer Success managing Safe Software's North American post - sales strategy. Leading proactive Customer Success organization for measurable outcomes and revenue retention.
Senior Customer Success Manager supporting EMEA merchants for Recharge. Building strategic relationships and driving merchant success through effective platform usage.
Customer Success Manager leading customer onboarding and lifecycle in B2B SaaS. Focusing on activation, retention, and expansion for high - value customers.
Strategic Customer Success Manager responsible for customer relationships and ensuring measurable value for Fortune 500 clients. Focused on expanding footprint within complex organizations.
CRM Associate managing dynamic marketing campaigns across customer products at DraftKings. Collaborating with Analytics, Product, and Engineering teams during peak sports moments.
Customer Success Specialist assisting cyclists with inquiries about bicycle insurance products and services. Working closely with the Customer Experience team to support both customers and partners.