Sr. Customer Success Manager

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 Customer Success Manager
United States- WEST

• →Own the end-to-end success of a portfolio of strategic enterprise accounts, aligning customer priorities with success plans that support value realization, retention, adoption, and long-term partnership
• →Influence customer strategy by serving as a trusted advisor who connects business objectives, customer experience priorities, and Genesys capabilities
• →Drive alignment across Professional Services, Support, Product, and Sales to coordinate resources, resolve customer needs, and deliver a consistent customer experience
• →Lead executive-level Quarterly Business Reviews that demonstrate realized value, assess progress against customer objectives, and identify opportunities for expanded adoption and growth
• →Develop customer success plans that translate business objectives into clear priorities, milestones, stakeholder commitments, and measurable indicators of progress
• →Identify customer risks and emerging needs proactively, mobilizing cross-functional stakeholders to remove barriers and protect customer outcomes
• →Monitor customer health, product adoption, and feature utilization to surface actionable insights and strengthen engagement throughout the customer lifecycle
• →Build customer advocacy by cultivating trusted relationships, delivering consistent value, and creating opportunities for satisfied customers to share their experience

• 6+ years of experience in Customer Success Management, including responsibility for enterprise or strategic customer relationships
• Bachelor’s degree in business management or a related field
• Proven track record of building trusted relationships with enterprise customers and navigating complex stakeholder environments
• Strong business acumen with demonstrated ability to understand customer objectives, business metrics, and value drivers
• Demonstrated success collaborating across Sales, Professional Services, Support, Product, and other customer-facing functions
• Experience preparing and delivering executive-level presentations, business reviews, and strategic customer communications
• Strong written and verbal communication skills, including the ability to translate complex technical concepts into clear business value
• Proficiency with CRM systems and customer success platforms, including the ability to use customer data and health insights to inform priorities

• Demonstrated strength in collaborative leadership, bringing diverse internal and customer stakeholders together around shared outcomes
• Strong strategic thinking and judgment when navigating complex customer challenges, competing priorities, and cross-functional dependencies
• Experience managing multiple concurrent customer initiatives with consistent follow-through and stakeholder visibility
• Proven ability to strengthen customer satisfaction, advocacy, retention, product adoption, and executive engagement
• Experience partnering with senior leaders and influencing decisions without direct authority
• Ability to travel less than 30%

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai. 

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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.

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