Senior Customer Success Manager

Senior Customer Success Manager – United States 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 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. Key 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 Required Qualifications 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 Preferred Qualifications 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 Compensation 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 commission or performance-based bonus opportunities. $104,000.00 - $183,000.00 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, contact View email address on click.appcast.io. Equal Opportunity 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. #J-18808-Ljbffr