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.

The Senior Customer Success Manager (CSM) will lead one of Genesys’ most strategic enterprise accounts in the banking sector in Mexico. This role focuses on building long-term executive relationships, driving innovation, and ensuring that customers realize measurable outcomes from their investment in Genesys.

As a trusted advisor, you will combine strategic vision, executive presence, and solution leadership to orchestrate adoption, retention, and growth—while representing the voice of the customer inside Genesys.

Key Responsibilities

• Act as the primary business contact and trusted advisor for the client, building strong multi-level relationships including C-level stakeholders.
• Develop and execute Customer Success Plans with clear KPIs and business outcomes (adoption, CSAT / NPS, AHT, FCR, self-service, cost reduction, ROI).
• Lead Executive Business Reviews (EBRs) to demonstrate value and connect CX results with financial impact.
• Anticipate risks and proactively execute remediation plans.

Growth, Retention & Advocacy

Internal Orchestration

Success Metrics

Required Qualifications

Preferred Qualifications

Core Competencies

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.

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.

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