Sr, Manager Customer Success

Genesys empowers organizations of all sizes to build loyal customer and employee experiences through its AI‑powered Experience Orchestration platform.

Lead how 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. The position shapes customer success strategy, influences cross‑functional execution, and elevates how Genesys partners with customers to achieve their goals.

• 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.

• 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.

• 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% of the time.

Base salary range: $ – $. Compensation may also include commission or performance‑based bonus opportunities.

• 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.

Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses.