Senior Customer Success Manager

Location: St. John's

## Senior Customer Success Manager Apply locations:
Alberta, Canada:
Newfoundland, Canada:
Ontario, Canada:
Nova Scotia, Canada:
New Brunswick, Canada time type:
Full time posted on:
Posted 3 Days Agojob requisition :
JR111219
** 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.  
** Role Overview:
** Drive meaningful customer outcomes by owning a portfolio of enterprise relationships that shape how organizations deliver modern customer experiences s role directly influences retention, expansion, and long term customer value by aligning Genesys Cloud capabilities with strategic business objectives across complex environments. At Genesys, you will help organizations create more human, empathetic interactions powered by AI and cloud innovation, impacting millions of customer journeys globally.

You will partner closely with senior stakeholders to guide transformation initiatives, ensuring customers realize measurable value from their investment while strengthening long term partnerships. This position offers visibility across cross functional teams and exposure to enterprise level programs that accelerate both customer success and your career growth.
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* Key Responsibilities:

*** Own the end to end success of a portfolio of strategic enterprise accounts, driving retention, expansion, and measurable business value
* Lead executive level engagement with customer stakeholders to align Genesys solutions with evolving business goals and CX strategies
* Drive Quarterly Business Reviews that clearly articulate value realization, adoption progress, and growth opportunities
* Orchestrate cross functional collaboration across Professional Services, Support, Product, and Sales to resolve complex customer challenges and accelerate outcomes
* Design and execute customer success plans that improve adoption, optimize platform utilization, and increase customer lifetime value
* Monitor and analyze customer health metrics to proactively identify risks, improve satisfaction, and drive continuous improvement
* Translate complex technical capabilities into clear business outcomes that resonate with executive audiences
* Influence product feedback loops by representing customer needs and driving alignment with internal teams
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* Required Qualifications:

*** 6+ years of experience in Customer Success Management within enterprise SaaS or cloud environments
* Bachelor’s degree in Business, Management, or a related field
* Proven track record of managing and growing enterprise customer relationships with measurable outcomes
* Strong business acumen with the ability to align technology solutions to customer objectives
* Demonstrated experience collaborating across multiple internal teams and managing complex stakeholder environments
* Experience delivering executive level presentations and facilitating strategic discussions
* Proficiency with CRM systems and customer success platforms
* Strong communication skills with the ability to influence senior stakeholders
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* Preferred Qualifications:

*** Experience in customer experience (CX), contact center, or cloud platform environments
* Familiarity with AI driven customer engagement solutions
* Experience working within global or multi regional customer accounts
* Strong project management capabilities across multiple concurrent initiatives

Benefits That Support You:  We invest in your well-being, because when you’re at your best, so are the experiences you create.
* Comprehensive extended group health coverage
* Generous paid time off, including vacation and personal leave
* Retirement savings program with employer RRSP matching up to a prescribed maximum amount
* Family-friendly benefits, including parental leave…