Senior Customer Success Manager

About the role

Drive enterprise transformation by partnering with global organizations to turn customer experience into a measurable growth engine. This role influences how leading brands design, orchestrate, and scale AI-powered customer journeys using Genesys Cloud.

Responsibilities

• Own end-to-end strategic relationships with enterprise customers, aligning Genesys Cloud capabilities to business transformation goals and measurable outcomes
• Lead development of multi-year customer experience roadmaps that improve revenue performance, operational efficiency, and customer satisfaction metrics
• Deliver executive business reviews that provide data-driven insights, performance analysis, and forward-looking recommendations
• Influence customer strategy across AI adoption, automation, and omnichannel engagement to drive scalable and differentiated experiences
• Drive platform adoption and expansion by identifying high-impact use cases and aligning them to business value outcomes
• Orchestrate cross-functional collaboration across Sales, Product, Professional Services, and Renewals to ensure seamless delivery and growth
• Establish and execute strategic account plans that increase retention, expansion, and long-term customer value
• Measure and communicate ROI by linking Genesys solutions to tangible business results such as cost reduction, NPS improvement, and revenue growth
• Represent the customer voice internally to shape product innovation and go-to-market strategy

Requirements

• 8+ years of experience in enterprise customer success, management consulting, or business transformation within SaaS or technology environments
• Demonstrated success managing complex enterprise accounts with annual contract values exceeding $1M
• Proven ability to influence executive stakeholders such as CIO, COO, CMO, or CCO through strategic advisory and data-driven storytelling
• Strong background in customer experience transformation, digital channels, AI, and automation technologies
• Experience developing business cases, value frameworks, and financial impact analyses
• Commercial acumen with the ability to connect technology investments to measurable business outcomes
• Experience working with CRM and customer success platforms such as Salesforce and Gainsight
• Bachelor’s degree in Business, Technology, or a related field

Preferred Qualifications

• MBA or background in top-tier consulting environments
• Experience advising on AI-driven customer experience solutions at enterprise scale
• Strong executive presence with advanced presentation and facilitation skills

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

Pay

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

Schedule

Flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work

Working at Genesys

Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year

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.

Equal Opportunity Employer

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.