Senior Customer Success Manager Job Indianapolis Indiana USA,Customer Service/HelpDesk

Location: Indianapolis

Senior Customer Success Manager

104,000 to 183,000 a year

Full-time

Locations:
Indiana, USA, Missouri, USA, Texas, USA, South Carolina, USA, Wisconsin, USA.

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.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries to moving AI from possibility to production in real-world enterprise environments every day.

Role Overview

Drive measurable customer value across a portfolio of strategic enterprise accounts by helping organizations maximize adoption, strengthen customer experiences, and achieve the business outcomes they expect from their Genesys investment. As a Senior Customer Success Manager, you will own the end-to-end customer success relationship, translating customer priorities into actionable success plans and orchestrating the right expertise across Professional Services, Support, Product, and Sales.

You will serve as a trusted advisor to customer stakeholders and senior leaders, using customer health insights, adoption trends, and business priorities to identify risks and opportunities. Your influence will extend across the customer lifecycle, from aligning stakeholders on strategic objectives to leading executive business reviews that demonstrate value and uncover opportunities for deeper adoption. Through empathy, proactive communication, and coordinated execution, you will help customers turn complex technology capabilities into meaningful business and customer experience outcomes.

This role offers visibility into enterprise customer initiatives and the opportunity to deepen expertise in customer success strategy, executive engagement, customer experience, and cross-functional leadership. You will help shape how Genesys supports strategic customers while strengthening the partnerships that drive retention, advocacy, and long-term value.

Key Responsibilities

Own the end-to-end success of a portfolio of strategic enterprise accounts, aligning customer priorities with success plans that support value realization, retention, adoption, and long-term partnership.
Influence customer strategy by serving as a trusted advisor who connects business objectives, customer experience priorities, and Genesys capabilities.
Drive alignment across Professional Services, Support, Product, and Sales to coordinate resources, resolve customer needs, and deliver a consistent customer experience.
Lead executive-level Quarterly Business Reviews that demonstrate realized value, assess progress against customer objectives, and identify opportunities for expanded adoption and growth.
Develop customer success plans that translate business objectives into clear priorities, milestones, stakeholder commitments, and measurable indicators of progress.
Identify customer risks and emerging needs proactively, mobilizing cross-functional stakeholders to remove barriers and protect customer outcomes.
Monitor customer health, product adoption, and feature utilization to surface…