Senior Customer Success Manager

Genesys•Virtual Office (Indiana), IN

5d•$104,000 - $183,000•Hybrid

About The Position

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. You will own strategic relationships with senior executives, aligning technology adoption with business outcomes such as revenue growth, cost efficiency, and customer loyalty. At Genesys, you help organizations deliver more human, empathetic experiences at scale while shaping the future of AI-driven engagement. This position offers direct exposure to enterprise strategy, platform innovation, and executive decision-making, creating a clear path for expanded leadership impact.

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

Nice To Haves

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

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