Senior Customer Success Manager

Senior Customer Success Manager

United States

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 can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed.

While we offer great benefits and perks like larger tech companies, our employees have the independence to create a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

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. 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 and offer strong visibility and the opportunity to influence both customer‑level success and organization‑wide performance.

• 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

• 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

• 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
• Experie…