Senior Manager, Customer Success Strategy & Initiatives

locations

Texas, USA Illinois, USA Indiana, USA California, USA Colorado, USAtime type

Full time posted on Posted 4 Days Agojob requisition idJR
111444

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. 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.

Senior Manager, Customer Success Strategy & Initiatives About the Role The Senior Manager, Customer Success Strategy & Initiatives plays a critical role in driving the execution of high-impact initiatives that advance Customer Success priorities and business outcomes. This role partners closely with Customer Success leadership to translate strategic direction into actionable plans, insights, and deliverables.

This is an ideal opportunity for a highly analytical and execution-oriented professional who thrives in ambiguous environments, enjoys working cross-functionally, and excels at turning ideas into measurable outcomes. The role combines strategic thinking, operational execution, and executive-level communication, with significant exposure to senior leadership.

Key Responsibilities Strategy Execution & Initiative Management:

Drive the execution of key Customer Success strategic initiatives from concept through delivery

Translate high-level strategic priorities into structured plans, milestones, and actionable work streams

Track progress, risks, dependencies, and outcomes across multiple concurrent initiatives

Ensure alignment and momentum across cross-functional stakeholders

Research, Insights & Business Analysis:

Conduct deep-dive analysis to support strategic decision-making and initiative development

Synthesize complex and sometimes ambiguous data into clear insights and recommendations

Partner with cross-functional teams (e.g., Biz Ops, Finance, Product) to gather and interpret data Support development of business cases, performance tracking, and success metrics

Executive Communications & Content Development:

Develop executive-ready presentations, narratives, and briefing materials

Translate insights and strategy into clear, compelling storytelling for leadership audiences

Support preparation for executive reviews, customer events, and key strategic forums

Contribute to thought leadership and strategic messaging

Cross-Functional Collaboration:

Partner across Customer Success, Product, Marketing, Finance, and Operations teams

Facilitate alignment across stakeholders with differing priorities and objectives

Support key cross-functional forums and ensure follow-through on actions

Operational Excellence & Continuous Improvement:

Enhance processes, tools, and frameworks that support initiative execution and visibility

Identify opportunities to improve efficiency, clarity, and consistency across work streams

Drive a structured and disciplined approach to managing strategic initiatives

Required Qualifications:

8+ years of experience in business operations, strategy, consulting, program management, or a related field

Strong analytical and problem-solving skills, with the ability to work with complex or imperfect data Exceptional written and verbal communication skills, including executive-level storytelling

Advanced proficiency in PowerPoint and Excel Ability to manage multiple priorities in a fast-paced, ambiguous environment

Strong stakeholder management and cross-functional collaboration skills

Preferred Qualifications:

Experience in SaaS, technology, or Customer Success environments

Background in consulting, strategy, or business operations

Exposure to strategic initiatives, transformation programs, or executive-level projects

Experience developing executive presentations and business narratives

Familiarity with data tools, analytics platforms, or emerging AI-driven insights tools

Professional

Competencies:

Highly curious with strong intellectual agility

Comfortable navigating ambiguity and evolving priorities

Detail-oriented with strong follow-through and ownership mindset

Collaborative team player with a proactive approach

Strong business acumen and ability to connect insights to outcomes

Compensation:

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.$ - $Benefits:

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

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