Sr. Customer Success Manager

Genesys Cloud Services, Inc.; Northern (KY); Hybrid; USD 104,000 - 183,000; Full time

Benefits offered by this job

Medical, Dental, & Vision

Telehealth

Flexible work schedules

Career growth

PTO and holidays

401(k) matching

Adoption assistance

Fertility treatments

Job summary

Genesys is seeking a Senior Customer Success Manager for the United States West region to drive measurable value across a portfolio of strategic enterprise accounts. You will own end-to-end customer success, translate priorities into actionable plans, and orchestrate expertise across Professional Services, Support, Product, and Sales as a trusted advisor to executives.

You will lead executive business reviews, drive adoption, monitor health and engagement, and coordinate resources to protect

Qualifications

• 6+ years in Customer Success Management with enterprise accounts.
• Bachelor's degree in business management or related field.
• Proven ability to build trusted relationships with enterprise customers.
• Strong business acumen to understand objectives, metrics and value drivers.
• Collaborates across Sales, Professional Services, Support, Product.
• Experience delivering executive-level presentations and business reviews.
• Excellent written and verbal communication; translate tech concepts to business value.
• Proficient with CRM systems and customer success platforms.

Responsibilities

• Own end-to-end success of a portfolio of strategic enterprise accounts.
• Align customer priorities with success plans to support value realization, retention and adoption.
• Influence customer strategy and connect business objectives with Genesys capabilities.
• Coordinate resources across Professional Services, Support, Product, and Sales.
• Lead executive Quarterly Business Reviews to demonstrate value and growth opportunities.
• Develop customer success plans with clear priorities, milestones and commitments.
• Identify risks and needs, mobilize cross-functional teams to protect outcomes.
• Monitor health, adoption and engagement to surface actionable insights.

Skills

Enterprise accounts

Executive communications

Cross-functional alignment

Strategic thinking

CRM software

Presentations

Education

Bachelor's degree in business management or related field

Tools

CRM systems

Customer success platforms

Job description

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 Customer Success Manager United States- WEST

Role Overview: Drive measurable customer value across a portfolio of strategic enterprise accounts by helping organizations maximize adoption, strengthen customer experiences, and achieve the business outcomes they expect from their Genesys investment. As a Senior Customer Success Manager, you will own the end-to-end customer success relationship, translating customer priorities into actionable success plans and orchestrating the right expertise across Professional Services, Support, Product, and Sales. You will serve as a trusted advisor to customer stakeholders and senior leaders, using customer health insights, adoption trends, and business priorities to identify risks and opportunities. Your influence will extend across the customer lifecycle, from aligning stakeholders on strategic objectives to leading executive business reviews that demonstrate value and uncover opportunities for deeper adoption. Through empathy, proactive communication, and coordinated execution, you will help customers turn complex technology capabilities into meaningful business and customer experience outcomes. This role offers visibility into enterprise customer initiatives and the opportunity to deepen expertise in customer success strategy, executive engagement, customer experience, and cross-functional leadership. You will help shape how Genesys supports strategic customers while strengthening the partnerships that drive retention, advocacy, and long‑term value.

Key Responsibilities

• 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

Required Qualifications

• 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

Preferred Qualifications

• 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%

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. $104,000.00 - $183,000.00

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
• Adoption Assistance
• Fertility treatments

Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

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.

Reasonable Accommodations

Reasonable accommodations are available for candidates with disabilities or other needs that may impact their ability to perform job functions. If you require a reasonable accommodation to complete any part of the application process, or a need to be supported, you or someone you know may contact us at [e-mail]. You can expect a response within 24–48 hours. To help us provide the best support, you can 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.

Equal Opportunity Employment

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.