Senior Customer Success Manager (Indianapolis)

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.Role Overview: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.Key Responsibilities:Own end-to-end strategic relationships with enterprise customers, aligning Genesys Cloud capabilities to business transformation goals and measurable outcomesLead development of multi-year customer experience roadmaps that improve revenue performance, operational efficiency, and customer satisfaction metricsDeliver executive business reviews that provide data-driven insights, performance analysis, and forward-looking recommendationsInfluence customer strategy across AI adoption, automation, and omnichannel engagement to drive scalable and differentiated experiencesDrive platform adoption and expansion by identifying high-impact use cases and aligning them to business value outcomesOrchestrate cross-functional collaboration across Sales, Product, Professional Services, and Renewals to ensure seamless delivery and growthEstablish and execute strategic account plans that increase retention, expansion, and long-term customer valueMeasure and communicate ROI by linking Genesys solutions to tangible business results such as cost reduction, NPS improvement, and revenue growthRepresent the customer voice internally to shape product innovation and go-to-market strategyRequired Qualifications:8+ years of experience in enterprise customer success, management consulting, or business transformation within SaaS or technology environmentsDemonstrated success managing complex enterprise accounts with annual contract values exceeding $1MProven ability to influence executive stakeholders such as CIO, COO, CMO, or CCO through strategic advisory and data-driven storytellingStrong background in customer experience transformation, digital channels, AI, and automation technologiesExperience developing business cases, value frameworks, and financial impact analysesCommercial acumen with the ability to connect technology investments to measurable business outcomesExperience working with CRM and customer success platforms such as Salesforce and GainsightBachelor’s degree in Business, Technology, or a related fieldPreferred Qualifications:MBA or background in top-tier consulting environmentsExperience advising on AI-driven customer experience solutions at enterprise scaleStrong executive presence with advanced presentation and facilitation skillsCompensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $104,000.00 - $183,000.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsClick here to view a summary overview of our Benefits. Working at GenesysAI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.Recognized globally – Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.What Happens After You ApplyAfter you apply, here's what you can typically expect:Our Talent Acquisition team reviews your application with the hiring team.A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.Next, you'll meet the hiring manager and other members of the interview team.We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.After interviews are complete, our team will follow up with the final steps.Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.Stay ConnectedStay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.Get notified about relevant opportunities.Be the one building what's next - where AI, experience and impact come together.Employee ReferralIf a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.About Genesys:Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit .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 View email address on apply.placed-app.com 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.This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.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.SummaryLocation: Virtual Office (Indiana); Missouri, USA; Texas, USA; Kansas, USA; Florida, USA; Minnesota, USA; Ohio, USAType: Full time