Senior Manager, Customer Success Strategy & Initiatives

Be the one building what's next - where AI, experience and impact come together.

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

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 work streams
• 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., Biz Ops, 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 work streams
• 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…