Executive Customer Success Manager

Executive Customer Success Manager (Individual Contributor)

Location: Remote / Hybrid – 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 accelerate growth by delivering empathetic, personalized experiences at scale, driving 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 make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Bring your passion for customer success to Genesys. At Genesys, we’re reimagining what’s possible in customer and employee experience. Our cloud, AI, and digital orchestration solutions help organizations in more than 100 countries deliver the kind of service that builds trust, loyalty, and lasting relationships.

We’re looking for an Executive Customer Success Manager (CSM) who’s passionate about helping customers transform the way they connect with their customers and employees. This is a strategic, high‑impact individual contributor role focused on guiding our largest and most complex enterprise customers toward measurable success with Genesys Cloud CX.

If you love partnering with executive stakeholders, driving adoption, and delivering tangible business outcomes, we’d love to meet you.

• Be a Trusted Advisor:
  Strong executive presence with proven ability to operate credibly at the C‑suite level while managing complex delivery programs. Excellent at building trust‑based relationships with C‑level stakeholders.
• Drive Value and Outcomes:
  Create and execute success plans that help customers achieve measurable ROI and realize the full potential of Genesys Cloud CX and AI capabilities.
• Lead Executive Engagements:
  Deliver compelling executive business reviews, sharing insights, benchmarks, and recommendations that connect technology performance to strategic impact.
• Collaborate Across Genesys:
  Work side by side with the Genesys Senior Account Executive to jointly drive success across the customer account. Orchestrate cross‑functional delivery and success teams including CSMs, TAMs, Professional Services, and Consultants.
• Ensure Retention and Growth:
  Anticipate risks, address challenges early, and champion renewals and expansions in partnership with Account Executives.
• Be the Voice of the Customer:
  Advocate for customer needs internally, influencing roadmaps and innovation across Genesys.

• 12+ years of experience in Customer Success, Account Management, or Strategic Consulting, managing enterprise or global accounts.
• Deep understanding of SaaS, cloud, or CX/contact center technologies.
• Proven success building and influencing relationships with C‑level executives and senior stakeholders.
• Strong business acumen and the ability to link technology investments to business value.
• Excellent communication, storytelling, and executive presentation skills.
• A proactive, self‑starter attitude with a bias for action and collaboration.
• Bachelor’s degree, MBA, or equivalent experience preferred.

• You’ll join a global leader in Experience as a Service℠, shaping the future of customer engagement.
• You’ll work with innovative teams that blend AI, analytics, and empathy to drive transformation.
• You’ll make an impact on some of the world’s most recognized brands.
• You’ll enjoy a culture built on trust, inclusion, and growth.

$ – $

• 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

If you require a reasonable accommodation to complete any part of the application process, please contact reasonab

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

We will not ask for sensitive personal or financial information during the application phase.

Mid‑Senior level

Full‑time

Sales and Business Development – IT Services and IT Consulting and Software Development