Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Driving structured adoption programs for enterprise Workforce Engagement Management (WEM) solutions with an accent on operational outcomes, feature utilization, and client value realization. Focus on managing complex account portfolios, collaborating with technical teams to resolve adoption blockers, and establishing yourself as a subject matter expert in contact center workflows.

Location: Must be based in the USA

Company

A global leader in AI, cloud, and digital software solutions, serving over 25,000 businesses including 85 of the Fortune 100.

What you will do

• Manage a portfolio of WEM accounts, driving structured adoption programs aligned with client operational goals.
• Develop and maintain Solution Adoption Plans (SAPs) to track feature utilization and identify growth opportunities.
• Lead regular client cadences, including QBRs and adoption reviews, to communicate value and surface risks.
• Partner with Technical Account Managers (TAMs) to provide enablement, escalation support, and best-practice guidance.
• Collaborate with Product and Professional Services teams to influence roadmaps and resolve adoption blockers.
• Produce professional client-facing deliverables, including adoption roadmaps and strategic recommendations.

Requirements

• Must be based in the USA
• 5+ years of experience in Customer Success, Solution Consulting, or WFM/WEM-adjacent roles within SaaS or contact center environments.
• Hands-on experience with enterprise WFM platforms such as IEX WFM, CXone WFM, EEM, or ESP.
• Deep understanding of contact center operations, including forecasting, scheduling, and real-time management.
• Proven ability to manage complex enterprise accounts and execute adoption programs at scale.
• Strong consultative communication skills with experience presenting to senior leadership.

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• Experience in solution adoption or value consulting within a WEM or CCaaS vendor.
• Familiarity with hirify.global CXone platform architecture.
• Experience leading internal enablement programs for CS or TAM teams.
• Proficiency with CRM and CS adoption tracking tools.

Culture & Benefits

• Opportunity to work with a market-leading global organization.
• Collaborative environment focused on innovation and high standards.
• Exposure to large-scale enterprise clients and complex technical ecosystems.
• Commitment to equal opportunity and inclusive workplace practices.