Principal Customer Success Manager

United Kingdom

1/20/2025

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. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Build something new with a world-class team. At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

Customer Success Manager

The goal of the Principal Customer Success Manager (CSM) role is to establish a lifelong partnerships between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision.

As the Principal CSM you are the customer’s advocate and champion throughout their journey with Genesys.

You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realise their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.

What You’ll Do: The primary responsibilities for this role include (but are not limited to).

• Identifying and supporting client satisfaction and retention activities, as well as opportunities for additional revenue through upselling and cross-selling;
• Working with their assigned accounts to ensure adoption is maximised, and that customers are using their investment in Genesys to the fullest potential.
• Ensuring escalations are coordinated by the Product Support Escalation Managers, and across other functional areas to ensure customer needs are met;
• Ensuring that feedback is provided for any gaps in the Product Support Experience to ensure these are fed into a continuous cycle of evolution and improvement.
• Building post-sales relationships with customers to drive and increase adoption and utilization of products and services;
• Supporting customers to define and co create and document the success criteria / KPIS’s using a Customer Success Plan.
• Monitoring customer success in using Genesys's products / services; Providing access to technical leadership for better understanding of Genesys.
• Lead from the front. Develop key stakeholder relationships at C-Suite level ensuring Genesys has a strategic seat at the table.
  
  

Expectations for this job profile are typically as follows:

• Implement strategic goals established by functional leadership, and creates operational plans to achieve these goals, the positive span of influence should be yond their own local organizational team.
• Work on significant issues that require conceptual thinking and understanding to solve.
• Create networks with both senior leaders and junior individual contributors, providing thought leadership for the organization in their specific area.
• Responsible for managing project initiatives of strategic importance to the organization, and assisting leadership in positive Change Management and Transformational Change.
• Systematic mentorship, and mentorship program evolution for nurturing those CSM’s who are earlier in their career.
• Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Customer Success Manager and customers can
• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
• Drive continuous improvement of customer advocacy measures
• Take on and assist in driving internal strategic initiatives and continuous improvement programs.
  
  

You’ve been there and done this…

• 6-8 + years’ experience in a technology-related field
• Bachelor’s Degree in a technology- or business-related field
• Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
• Strong ability to build relationships and proactive engagement using digital touch capabilities
• Ability to manage/multi-task multiple actions across assigned customer base
• Excellent interpersonal, presentation skills – both written and verbal
• Excellent verbal and written communication in English and German
• Positive attitude and high willingness to learn
• Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms
  
  

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.