Senior Customer Success Manager, Public Sector

Genesys

19d•Hybrid

About The Position

Driving meaningful customer outcomes at scale, this role shapes how enterprise organizations realize value from their investment in Genesys. You will own the end-to-end customer journey for a portfolio of strategic accounts, ensuring measurable business impact through adoption, retention, and expansion. At Genesys, we are redefining customer experience through empathy, AI, and global innovation, enabling organizations to deliver personalized, predictive engagement across every touchpoint. This position operates at the intersection of strategy and execution, influencing how customers leverage technology to transform their CX operations while partnering with senior stakeholders across functions. You will play a visible role in shaping long-term customer success strategies, with direct exposure to enterprise initiatives and opportunities to expand your influence across a global customer base.

Requirements

6+ years of experience in Customer Success Management or related customer-facing roles
Proven track record of managing and growing enterprise customer relationships
Strong business acumen with the ability to understand and align to customer objectives and value drivers
Demonstrated experience collaborating across cross-functional teams and influencing stakeholders at multiple levels
Experience delivering executive-level presentations and facilitating strategic discussions
Proficiency with CRM systems and customer success platforms
Bachelor’s degree in Business, Management, or a related field

Nice To Haves

Experience within customer experience (CX), SaaS, or cloud-based technology environments
Strong background in data-driven customer engagement and success measurement
Familiarity with AI-driven customer engagement platforms or digital transformation initiatives
Experience driving customer advocacy programs and reference development

Responsibilities

Own the end-to-end success of a portfolio of enterprise customers, driving measurable outcomes such as retention, expansion, and customer satisfaction
Lead strategic account engagement by acting as a trusted advisor, aligning Genesys solutions to customer business objectives and CX transformation goals
Drive alignment across Professional Services, Support, Product, and Sales to deliver seamless, high-impact customer experiences
Conduct executive-level Quarterly Business Reviews that demonstrate value realization, uncover growth opportunities, and influence long-term strategy
Develop and execute success plans that increase platform adoption, optimize feature utilization, and accelerate time to value
Identify risks and opportunities proactively, coordinating cross-functional resources to resolve challenges and improve customer health
Monitor and analyze customer health metrics to inform data-driven decisions that enhance engagement and retention
Advocate for customer needs internally, influencing product direction and service improvements based on real-world insights