Senior Customer Success Manager

Senior Customer Success Manager

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.

Genesys empowers more than 8,000 organizations across 100+ countries to improve loyalty and business outcomes by delivering exceptional experiences for both customers and employees.

Through Genesys Cloud, the #1 AI-powered experience orchestration platform, organizations of all sizes can deliver empathetic, personalized experiences at scale. As a trusted, all-in-one cloud platform, Genesys Cloud enables companies to differentiate through the right customer experience at the right time.

With more than 6,000 employees worldwide, Genesys fosters a culture built on empathy, collaboration, and innovation. Our employees are empowered with the independence to make meaningful contributions and take ownership of their work while shaping the future of customer experience.

The Senior Customer Success Manager (CSM) is responsible for building long-term strategic relationships between Genesys and its customers. In this role, you will act as a trusted advisor, helping customers realize their customer experience (CX) vision and achieve measurable business outcomes.

You will take a strategic and proactive approach to engaging senior customer stakeholders, understanding their business goals and challenges, and recommending the right Genesys solutions, strategies, and services. By guiding customers through adoption and value realization, you will ensure successful onboarding, retention, and long-term growth.

Customer Success Managers serve as advocates for the customer, championing their needs internally while orchestrating the resources required to drive success.

Customer Success Deliverables

• Serve as a strategic advisor and advocate throughout the customer lifecycle.
• Guide customers in adopting the right strategies, products, and services to achieve business outcomes.
• Develop strong relationships with C-level executives and senior stakeholders.
• Build and execute customer success strategies that drive onboarding, adoption, retention, and advocacy.
• Coach and mentor other Customer Success Managers while sharing best practices across the Customer Success organization.
• Partner with internal teams to deliver a consistent, high-quality customer experience.

Strategic Customer Engagement

• Develop and maintain relationships with executive stakeholders to understand business priorities and challenges.
• Recommend relevant Genesys solutions and services aligned with customer KPIs and value drivers.
• Apply industry and vertical expertise to guide customers on use cases and solution adoption.
• Create and manage Customer Success and customer orchestration Plans that drive adoption and measurable value realization.
• Act as an escalation point to resolve issues quickly and maintain focus on strategic customer outcomes.
• Lead participation in executive roundtables, peer communities, advocacy programs, and Genesys events.

Business Value & Growth

• Conduct regular Executive Business Reviews (EBRs) to track progress against business objectives.
• Prepare and deliver account reviews aligned with renewal and growth strategies.
• Identify opportunities for expansion, cross-sell, and upsell within the customer account.

Work closely with internal teams to align account strategy and drive customer outcomes, including:

• Account Executives – manage customer relationships and identify growth opportunities.
• Solution Consulting – support adoption and expansion of new capabilities.
• Professional Services – deliver implementation services and drive value realization pre- and post-go-live.
• Technical Account Managers – ensure technical success and platform performance.
• Renewal Teams – support forecasting and renewal strategies to maintain high retention rates.
• Product Management – provide feedback on product gaps and innovation opportunities.
• Business Consulting – define strategies for measurable value realization.

• 4+ years of experience in a customer-facing role within the contact centre or related industry
• Bachelor's degree in business, technology, or a related field
• Strong ability to build executive relationships and drive proactive customer engagement
• Ability to thrive in a dynamic, fast-paced environment
• Excellent communication, presentation, and interpersonal skills
• Demonstrated leadership ability to influence and align cross-functional teams
• Experience with productivity and collaboration tools such as PowerPoint, Excel, Word, and CRM platforms such as Salesforce and Gainsight
• Familiarity with online communities and social media platforms

AI 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 Apply

• 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.

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