Sr, Manager Customer Success

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 accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. Role Overview As the Lead for Customer Success, you will help genesys customers realize value, adoption, and long‑term success across a dynamic portfolio of enterprise relationships. This leadership role drives retention and expansion by enabling a high‑performing team of Customer Success Managers to deliver measurable business outcomes, enhancing customer satisfaction, revenue retention, and long‑term growth. Key Responsibilities Lead, coach, and develop a team of Customer Success Managers to deliver strong customer outcomes, retention, and growth. Establish clear team goals, operating plans, and success metrics aligned with organizational priorities. Drive consistent execution of customer success strategies, ensuring scalable and repeatable engagement models across the portfolio. Guide development and execution of Customer Success Plans that align to customer business objectives and KPIs. Enable identification and execution of expansion opportunities through increased product adoption and value realization. Drive proactive risk‑management strategies that improve customer health and reduce churn. Partner cross‑functionally with Sales, Professional Services, and Renewals teams to align on customer strategy and lifecycle execution. Ensure seamless coordination of implementation, adoption, and ongoing success activities across the customer journey. Support development of customer advocacy, reference programs, and success storytelling. Use data and insights to influence strategy, improve team performance, and optimize customer outcomes. Required Qualifications 4+ years of people‑management experience in SaaS Customer Success environments. 8+ years of experience as a Customer Success Manager in high‑growth SaaS organizations. Bachelor’s degree in a technology or business‑related field. Strong understanding of customer experience platforms and related technologies. Experience using CRM and customer success tools such as Salesforce and Gainsight. Demonstrated ability to translate data insights into strategic business impact. Proven experience influencing cross‑functional teams and driving alignment. Strong communication, presentation, and stakeholder management skills. Ability to manage complex customer environments with both technical and business considerations. Preferred Qualifications Experience leading Customer Success teams in enterprise or global account environments. Familiarity with AI‑driven customer experience platforms and analytics tools. Experience building scalable Customer Success processes and frameworks. Ability to thrive in fast‑paced, high‑growth environments with evolving priorities. Travel: Less than 30% Our Commitment to Inclusion Genesys is an equal‑opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on skills, experience, and potential and welcome applicants regardless of race, color, age, religion, sex, sexual orientation, gender identity, marital status, national origin, disability, or veteran status. Compensation Base salary: $130,500.00 – $229,500.00 (market competitive). Adjustable base compensation and potential commission or performance‑based bonus opportunities may apply. 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. For more information about our benefits, please refer to the summary overview on our website. #J-18808-Ljbffr