Senior Customer Success Manager

Job Summary

Driving structured adoption programs for a portfolio of Workforce Engagement Management accounts, the full-time Senior Customer Success Manager will act as a trusted advisor, ensuring clients maximize their investment in WEM solutions while collaborating with internal teams to address adoption challenges and enhance client engagement.

Key Responsibilities

• Own a portfolio of WEM accounts and drive structured adoption programs aligned to each client's operational goals
• Develop and maintain Solution Adoption Plans (SAPs) to track feature utilization and define measurable success milestones
• Collaborate with Technical Account Managers and internal stakeholders to resolve adoption blockers and influence product roadmap priorities

Required Qualifications

• 5+ years in a Customer Success, Solution Consulting, or WFM/WEM-adjacent role within a SaaS or contact center technology environment
• Hands-on experience with IEX WFM, CXone WFM, EEM, or ESP, or comparable enterprise WFM platforms
• Demonstrated ability to manage a portfolio of complex enterprise accounts with multiple stakeholders
• Deep understanding of contact center operations, including forecasting and scheduling
• Experience producing professional client-facing deliverables such as roadmaps and recommendations documentation