Sr. Customer Success Manager

Genesys

1d

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. 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.

Requirements

• 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.

Nice To Haves

• Experience supporting cloud-based SaaS or CX platforms.
• Familiarity with customer experience concepts, metrics, and transformation initiatives.
• Background working with large, complex customer organizations.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level