Sr, Manager Customer Success

Genesys · Indiana, United States · 2 wk ago

Full-time

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries—moving AI from possibility to production in real-world enterprise environments every day.

About the role

Shape how Genesys customers achieve measurable business outcomes by leading a high-performing Customer Success team responsible for adoption, retention, and long-term growth across enterprise relationships. This role directly influences revenue retention and expansion by ensuring customers fully realize the value of AI-powered customer experience solutions at scale. You will define and scale customer success strategy, influence cross-functional execution, and elevate how Genesys partners with customers throughout their lifecycle. This is a leadership role with strong visibility, offering the opportunity to drive strategic impact while building scalable success models in a rapidly evolving SaaS environment.

Responsibilities

Lead, coach, and develop a team of Customer Success Managers to drive customer outcomes, retention, and expansion across enterprise accounts
Establish clear operating models, performance metrics, and success benchmarks aligned with organizational growth objectives
Drive scalable customer success strategies that improve adoption, engagement, and long-term value realization
Guide the creation and execution of Customer Success Plans aligned to customer business goals and measurable KPIs
Identify and accelerate expansion opportunities through increased product adoption and deeper customer engagement
Implement proactive risk management strategies that improve customer health and reduce churn across the portfolio
Partner with Sales, Professional Services, and Renewals teams to align on customer strategy and lifecycle execution
Ensure seamless coordination of onboarding, implementation, and ongoing success activities across the customer journey
Build and promote customer advocacy programs that strengthen references, case studies, and brand credibility
Leverage data insights to influence strategic decisions, improve team performance, and optimize customer outcomes

Requirements

4 or more years of people management experience within SaaS Customer Success environments
8 or more years of experience in Customer Success roles within high-growth SaaS organizations
Bachelor’s degree in a technology or business-related field
Strong understanding of customer experience platforms and related technologies
Experience with CRM and customer success tools such as Salesforce and Gainsight
Demonstrated ability to translate data insights into strategic business impact
Proven experience influencing cross-functional teams and driving alignment across stakeholders
Strong communication, presentation, and stakeholder management skills
Ability to manage complex customer environments with both technical and business considerations

Preferred Qualifications

Experience leading Customer Success teams supporting enterprise or global accounts
Familiarity with AI-driven customer experience platforms and analytics tools
Experience building scalable Customer Success processes and operational frameworks
Ability to thrive in fast-paced environments with evolving priorities

Pay

This role has a market-competitive salary with an anticipated base compensation range of $130,500.00 - $229,500.00. 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.

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

Working at 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
A 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
Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development, and education support
Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources, and regionally tailored programs for employees and their families
Recognized globally – Genesys is Great Place to Work® certified in 17 countries, and 94% of employees are proud to tell others they work at Genesys