Sr, Manager Customer Success

Genesys•Virtual Office (Indiana), IN

1d•$130,500 - $229,500•Hybrid

About The Position

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. Role Overview: Lead how Genesys customers realize value, adoption, and long term success across a dynamic portfolio of enterprise relationships. This role drives retention and expansion by enabling a high performing team of Customer Success Managers to deliver measurable business outcomes for customers. At Genesys, we help organizations deliver empathetic, AI powered customer experiences at global scale, and this role ensures customers fully realize that value across their lifecycle. You will shape customer success strategy, influence cross functional execution, and elevate how Genesys partners with customers to achieve their goals. This is a leadership opportunity with direct impact on revenue retention, customer satisfaction, and long term growth.

Requirements

4+ years of people management experience in SaaS Customer Success environments
8+ years of experience as a Customer Success Manager in high growth SaaS organizations
Bachelor’s degree in a technology or business related field
Strong understanding of customer experience platforms and related technologies
Experience using 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
Strong communication, presentation, and stakeholder management skills
Ability to manage complex customer environments with both technical and business considerations

Nice To Haves

Experience leading Customer Success teams in enterprise or global account environments
Familiarity with AI driven customer experience platforms and analytics tools
Experience building scalable Customer Success processes and frameworks
Ability to thrive in fast paced, high growth environments with evolving priorities

Responsibilities

Lead, coach, and develop a team of Customer Success Managers to deliver strong customer outcomes, retention, and growth
Establish clear team goals, operating plans, and success metrics aligned with organizational priorities
Drive consistent execution of customer success strategies, ensuring scalable and repeatable engagement models across the portfolio
Guide development and execution of Customer Success Plans that align to customer business objectives and KPIs
Enable identification and execution of expansion opportunities through increased product adoption and value realization
Drive proactive risk management strategies that improve customer health and reduce churn
Partner cross functionally with Sales, Professional Services, and Renewals teams to align on customer strategy and lifecycle execution
Ensure seamless coordination of implementation, adoption, and ongoing success activities across the customer journey
Support development of customer advocacy, reference programs, and success storytelling
Use data and insights to influence strategy, improve team performance, and optimize customer outcomes