Senior Customer Success Manager

Genesys•Raleigh, NC

3d•$104,000 - $183,000•Hybrid

About The Position

Shape and scale how Customer Success delivers impact by leading high-visibility programs that drive adoption, retention, and growth across the organization. This role is designed for someone who thrives at the intersection of strategy, data, and execution, owning key initiatives that influence how Customer Success operates at scale while maintaining direct engagement with a focused set of customers. At Genesys, we are transforming the customer experience landscape through empathy, AI innovation, and global impact. In this role, you will take ownership of critical Customer Success programs, ensuring they are data-driven, measurable, and consistently executed across teams. You will partner closely with leadership to operationalize strategic initiatives, bringing structure, clarity, and insight into how customer outcomes are achieved and scaled. Alongside program leadership, you will manage a small portfolio of accounts, applying best practices and insights from your program work to drive meaningful customer outcomes. This position offers strong visibility and the opportunity to influence both customer-level success and organization-wide performance.

Requirements

5 to 8 or more years of experience in Customer Success, Program Management, or related SaaS roles
Strong analytical background with experience interpreting data and driving insights from customer and program metrics
Experience leading or supporting cross-functional programs, initiatives, or operational improvements
Proven ability to influence without direct authority and drive alignment across teams
Experience managing customer relationships within a SaaS or cloud-based environment
Proficiency with tools such as Salesforce, Gainsight, and Excel or similar data analysis platforms
Ability to balance program ownership with customer-facing responsibilities
Strong communication skills with the ability to present insights to both peers and leadership

Nice To Haves

Experience with data visualization tools such as Tableau
Background in Customer Success operations, enablement, or strategic programs
Familiarity with CX, CCaaS, or enterprise SaaS platforms
Experience aligning Customer Success with Professional Services and revenue teams
Demonstrated ability to scale processes and improve performance through data-driven initiatives

Responsibilities

Lead and operationalize Customer Success programs, including adoption campaigns, customer engagement initiatives, and product enablement efforts across the organization
Analyze program performance and customer data to identify trends, risks, and opportunities, driving continuous improvement and measurable impact
Establish and standardize success metrics, definitions, and reporting to ensure consistency and accountability across the Customer Success team
Partner with leadership to execute strategic initiatives such as GPR activities, Copilot programs, and CS-sourced opportunity tracking
Act as a central resource for program governance, ensuring alignment, execution consistency, and visibility into outcomes across teams
Influence cross-functional stakeholders to adopt best practices and align on program execution and data integrity
Support enablement efforts by translating insights into scalable processes, tools, and recommendations for the broader organization
Manage a focused portfolio of 3 to 4 medium-touch customer accounts, driving adoption, retention, and value realization
Build trusted relationships with customer stakeholders to support long-term success and platform adoption
Align closely with Professional Services and Sales teams to ensure coordinated execution and opportunity alignment