Sr. Customer Success Manager

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.

Job Summary

At Genesys, we orchestrate billions of customer experiences each year for organizations in more than 100 countries, helping them deliver empathetic, AI-powered experiences at scale. As a Customer Success Manager, you will play a critical role in ensuring our enterprise customers realize measurable business value from Genesys Cloud and our broader CX portfolio. You will act as a trusted advisor, aligning customer goals with Genesys solutions while coordinating internal teams to deliver outcomes that drive retention, adoption, and growth. Joining Genesys means becoming part of a global, collaborative team that embraces empathy, innovation, and shared success.

Key Responsibilities

• Serve as the primary point of contact and trusted advisor for a portfolio of strategic and enterprise customers.

• Develop, execute, and maintain customer success plans aligned with each customer’s business objectives and desired outcomes.

• Lead and facilitate Quarterly Business Reviews that clearly articulate value realization, adoption progress, and growth opportunities.

• Orchestrate cross-functional collaboration across Professional Services, Support, Product, and Sales to address customer needs and deliver seamless experiences.

• Monitor customer health indicators, usage trends, and adoption metrics, proactively addressing risks and opportunities.

• Drive product adoption and value expansion by aligning Genesys capabilities to customer use cases.

• Coordinate the resolution of complex customer issues by mobilizing internal stakeholders and maintaining clear communication.

• Build strong executive-level relationships and communicate effectively with senior customer stakeholders.

Required Qualifications

• Bachelor’s degree in business, management, or a related field.

• 6 or more years of experience in Customer Success Management or a comparable customer-facing role.

• Proven success managing enterprise or strategic customer relationships in a B2B environment.

• Strong business acumen with the ability to understand customer objectives, KPIs, and value drivers.

• Demonstrated experience delivering executive-level presentations and business reviews.

• Proficiency with CRM systems and customer success platforms.

• Exceptional collaboration and stakeholder management skills across cross-functional teams.

Preferred Qualifications

• Experience supporting cloud-based SaaS or CX platforms.

• Familiarity with customer experience concepts, metrics, and transformation initiatives.

• Background working with large, complex customer organizations.

Success Metrics

• Customer satisfaction, retention, and renewal outcomes.

• Product adoption and feature utilization across customer accounts.

• Effectiveness and impact of Quarterly Business Reviews.

• Strength of customer advocacy, references, and long-term partnerships.

• Quality and efficiency of cross-functional collaboration.

Additional Information

• Travel requirement: Less than 30 percent.

Benefits That Support You:

We invest in your well-being, because when you’re at your best, so are the experiences you create.

• Comprehensive medical, dental, and vision insurance plans.

• Generous paid time off, including vacation, holidays, and personal time.

• 401(k) retirement savings plan with employer contribution.

• Paid parental leave and family-friendly benefits.

• Learning and development resources to support career growth and internal mobility.

Exact details of these programs, including the conditions for eligibility, the amount of the benefit (including caps on benefits and customary pricing details), the length of the paid time off, etc. will be provided upon hire and is subject to Genesys policies.

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.

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.  

Employee Referrals:

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 [email protected].

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.

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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.