Sr. Customer Success Manager

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.

We are seeking a collaborative Customer Success Manager to drive customer value realization and foster strong partnerships across our organization. The ideal candidate will understand customer experience (CX) fundamentals while expertly orchestrating internal resources to ensure customer success.

Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor.

Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams.

Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities.

Develop and execute customer success plans aligned with clients' business objectives.

Proactively identify and coordinate resolution of customer needs through cross-functional partnerships

Monitor customer health metrics and drive adoption of solutions Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.

Experience & Education

6+ years of Customer Success Management experience.

Bachelor's degree in business management or related field required.

Proven track record of managing enterprise customer relationships.

Strong business acumen with demonstrated ability to understand customer objectives.

Excellence in cross-functional collaboration and stakeholder management.

Experience preparing and delivering executive-level presentations.

Proficiency with CRM systems and customer success platforms.

Collaborative Leadership:
Excellence in unifying diverse teams to achieve customer outcomes.

Strategic Thinking:
Ability to understand business challenges and coordinate appropriate solutions.

Relationship Building:
Skill in developing strong partnerships with customers and internal teams.

Business Acumen:
Understanding of business metrics and value drivers.

Project Management:
Capability to manage multiple concurrent initiatives.

Communication:
Outstanding written and verbal skills with ability to present to senior stakeholders.

Stakeholder Management:
Experience in aligning multiple parties toward common goals.

Customer satisfaction and retention rates

Quality of cross-functional collaboration

Effectiveness of Quarterly Business Reviews

Product adoption and feature utilization

Customer advocacy and reference ability

Extremely strong customer-facing skills

Proactive mindset with strong follow-through

Ability to translate complex technical concepts into business value.

Experience driving customer advocacy and satisfaction.

Travel:
Less than 30%

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a 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

AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.

A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.

Growth in the AI era…