Senior Customer Success Manager

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 can accelerate growth by delivering empathetic, personalized experiences at scale to drive 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. And, 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.#LI-Hybrid The

• Sr Customer Success Manager
• (CSM) role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption.Key Responsibilities :
• Strategic Customer Partnership
• Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
• Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
• Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
• Understand and align with customers' business value drivers, success criteria, and KPIs.
• Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score).
• Business Growth & Retention
• Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
• Develop and implement strategic plans to prevent downsells and ensure customer retention.
• Proactively identify potential business leads for expansion opportunities.
• Prepare and deliver territory plans to define account strategies and align resources.
• Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.
• Cross-functional Collaboration
• Team with and establish shared accountability with adjacent functions including :
• Onboarding Specialists to ensure systematic customer introduction and rapid value realization.
• Professional Services to drive smooth implementation through go live.
• Renewal Managers to maintain strong forecasting and high retention rates.
• Sales teams to identify and execute cross-sell / up-sell opportunities for incremental bookings.Required Qualifications :
• Experience & Education
• 5+ years of experience in technology-related field, including consulting and enterprise account management.
• Bachelor’s degree in technology- or business-related field.
• Successful sales track record within a SaaS organization.
• Proven experience presenting to and building relationships with C-level executives.
• Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features.
• Genesys platform knowledge is a plus.
• Technical Skills
• Proficiency with :
• CRM platforms (Salesforce, Gainsight).
• Microsoft Office Suite (PowerPoint, Excel, Word).
• Online communities and social media platforms.
• Strong data analysis and executive presentation capabilities.Professional Competencies :
• Strategic Leadership
• Demonstrates thought leadership in CX domain.
• Unifies, influences, and inspires cross-functional teams.
• Builds and maintains C-level relationships effectively.
• Projects confidence and credibility in executive settings.
• Customer Focus
• 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.
• Business Execution
• Strong multi-tasking abilities across customer portfolio.
• Excellent project and stakeholder management.
• Proven track record of driving business outcomes.
• Ability to manage complex enterprise relationships.If a Genesys employee referred you, please use the link they sent you to apply.
• About Genesys :
• Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit .
• Reasonable Accommodations :
• If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
• 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.
• Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
• ### Join our Talent Community.Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.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. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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