Senior Manager, Customer Success Strategy & Initiatives

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day. Senior Manager, Customer Success Strategy & Initiatives About the Role The Senior Manager, Customer Success Strategy & Initiatives plays a critical role in driving the execution of high-impact initiatives that advance Customer Success priorities and business outcomes. This role partners closely with Customer Success leadership to translate strategic direction into actionable plans, insights, and deliverables. This is an ideal opportunity for a highly analytical and execution-oriented professional who thrives in ambiguous environments, enjoys working cross-functionally, and excels at turning ideas into measurable outcomes. The role combines strategic thinking, operational execution, and executive-level communication, with significant exposure to senior leadership. Key Responsibilities Strategy Execution & Initiative Management Drive the execution of key Customer Success strategic initiatives from concept through delivery Translate high-level strategic priorities into structured plans, milestones, and actionable workstreams Track progress, risks, dependencies, and outcomes across multiple concurrent initiatives Ensure alignment and momentum across cross-functional stakeholders Research, Insights & Business Analysis Conduct deep-dive analysis to support strategic decision-making and initiative development Synthesize complex and sometimes ambiguous data into clear insights and recommendations Partner with cross-functional teams (e.g., BizOps, Finance, Product) to gather and interpret data Support development of business cases, performance tracking, and success metrics Executive Communications & Content Development Develop executive-ready presentations, narratives, and briefing materials Translate insights and strategy into clear, compelling storytelling for leadership audiences Support preparation for executive reviews, customer events, and key strategic forums Contribute to thought leadership and strategic messaging Cross-Functional Collaboration Partner across Customer Success, Product, Marketing, Finance, and Operations teams Facilitate alignment across stakeholders with differing priorities and objectives Support key cross-functional forums and ensure follow-through on actions Operational Excellence & Continuous Improvement Enhance processes, tools, and frameworks that support initiative execution and visibility Identify opportunities to improve efficiency, clarity, and consistency across workstreams Drive a structured and disciplined approach to managing strategic initiatives Required Qualifications 8+ years of experience in business operations, strategy, consulting, program management, or a related field Strong analytical and problem-solving skills, with the ability to work with complex or imperfect data Exceptional written and verbal communication skills, including executive-level storytelling Advanced proficiency in PowerPoint and Excel Ability to manage multiple priorities in a fast-paced, ambiguous environment Strong stakeholder management and cross-functional collaboration skills Preferred Qualifications Experience in SaaS, technology, or Customer Success environments Background in consulting, strategy, or business operations Exposure to strategic initiatives, transformation programs, or executive-level projects Experience developing executive presentations and business narratives Familiarity with data tools, analytics platforms, or emerging AI-driven insights tools Professional Competencies Highly curious with strong intellectual agility Comfortable navigating ambiguity and evolving priorities Detail-oriented with strong follow-through and ownership mindset Collaborative team player with a proactive approach Strong business acumen and ability to connect insights to outcomes Compensation $132,300.00 - $232,700.00 Benefits Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at View email address on click.appcast.io. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. Equal Opportunity Employment Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. #J-18808-Ljbffr Genesys Cloud Services, Inc.