Role Description We are looking for a Success Manager who has experience operating inside a growing startup environment and can own everything that happens after a client signs. This is not a project management role. You will be fully accountable for client campaigns, results, satisfaction, and retention. This role requires someone who understands the realities of scaling startups — changing priorities, imperfect systems, fast iteration, and high ownership. You will work closely with the founder, developers, and outreach team to ensure client delivery keeps pace with growth while maintaining strong results and retention. Responsibilities - Client Relationship Ownership - Act as the primary point of contact for 20–30 active clients - Lead client check-ins, manage expectations, and handle ongoing requests - Anticipate risks early and proactively prevent churn - Own client satisfaction, retention, and long-term success - Campaign Performance & Results - Diagnose and resolve underperforming cold email campaigns - Troubleshoot deliverability issues, list quality problems, and low-converting copy - Quality-check campaigns before launch to ensure readiness and performance - Continuously optimize campaigns for measurable outcomes - Processes, Systems & Documentation - Build and refine delivery documentation as the business scales - Create practical playbooks that evolve with a growing startup - Track SLAs, client health metrics, and delivery standards - Cross-Functional Collaboration - Work closely with the development team on technical and infrastructure issues - Coordinate with the outreach team on execution and optimization - Report directly to the founder on client health, risks, and delivery performance Qualifications - You have operated in fast-growing startups where roles are fluid and ownership is high - You take responsibility for outcomes without waiting for perfect processes - You communicate directly and confidently with founders and executives - You are comfortable adapting as the business evolves - You focus on execution, impact, and results Requirements - Experience leading client delivery, operations, or account ownership within a growing startup or early-stage company - Background in cold email agencies, lead generation, or similar high-velocity environments - Hands-on expertise in cold email strategy, copywriting, deliverability, warm-up, and inbox placement - Ability to personally write copy and troubleshoot campaigns when needed - Technical enough to understand APIs, automations, and data flows without relying heavily on engineering - Daily, practical use of AI tools for real operational work - Strong problem-solving skills and comfort working in environments where systems are still being built Key Metrics for Success (KPIs) - Client retention and churn reduction - Campaign performance and deliverability outcomes - Client satisfaction and relationship health - Delivery consistency and SLA adherence - Overall impact on client results as the company scales Interview Process - Initial Screening - Interview with Founder - Final Discussion - Offer & Onboarding

• Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value • Conduct frequent reviews with accounts to determine customer satisfaction, risk, and drive KPI’s • Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success • Act as client point-of-contact to ensure successful execute of all client engagements. Consistently meet project timelines and ensure client expectations are exceeded • Partner with the ON24 Onboarding & Launch teams to ensure new customers hit key milestones. Assist with contract renewals, including identifying risk, deploying save plays, consulting on commercial conversations to help scope most viable solution set for upcoming renewal. This role could also include writing and processing renewal contracts • Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to improve operational processes and act as voice of the customer with those teams to drive better customer results • Document all communication with users and accounts accurately and in a timely manner via system tools • Ensure customer’s have ongoing guidance and access to the supporting tools ON24 hosts to support enablement including; client training portal, knowledge center, platform support ticketing system (chat, email and phone)

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. Role Overview: Driving meaningful customer outcomes at scale, this role shapes how enterprise organizations realize value from their investment in Genesys. You will own the end-to-end customer journey for a portfolio of strategic accounts, ensuring measurable business impact through adoption, retention, and expansion. At Genesys, we are redefining customer experience through empathy, AI, and global innovation, enabling organizations to deliver personalized, predictive engagement across every touchpoint. This position operates at the intersection of strategy and execution, influencing how customers leverage technology to transform their CX operations while partnering with senior stakeholders across functions. You will play a visible role in shaping long-term customer success strategies, with direct exposure to enterprise initiatives and opportunities to expand your influence across a global customer base. Key Responsibilities: - 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 Required Qualifications: - 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 Preferred Qualifications: - Experience within customer experience (CX), SaaS, or cloud-based technology environments - Strong background in data-driven customer engagement and success measurement - Familiarity with AI-driven customer engagement platforms or digital transformation initiatives - Experience driving customer advocacy programs and reference development Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $104,000.00 - $183,000.00 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 Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness 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.

About the Role As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes. Who you are - Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goals - Comfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomes - Effective communicator with the ability to present complex ideas clearly across a range of audiences - Adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset What you will do - Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight - Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities - Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments - Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts - Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction - Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes - Represent the customer voice internally, providing structured feedback to Product and other teams - Support knowledge sharing and contribute to internal process development or mentoring where relevant Must Haves - 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles - Proven track record managing complex customer relationships, including executive-level stakeholders - Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes - Technical familiarity with internet and networking technologies; experience with security products is a plus - Proficiency in CRM and support tools such as Salesforce and Jira - Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience #LI-EM3 Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package. Base salary range: $139,440—$164,000 USD Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.