Sr. Customer Success Manager

8100 United States - Genesys Cloud Services, Inc.; United States; Hybrid; USD 104,000 - 183,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules and work from

Development and career growth

Open Time Off in addition to 10 paid

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys AI at enterprise scale is seeking a Senior Customer Success Manager to own end-to-end relationships across a portfolio of strategic accounts, translating priorities into actionable success plans. You will coordinate cross‑functional teams, lead executive business reviews, and monitor health metrics to drive retention, adoption and growth.

This high-visibility role shapes customer value and long-term partnership through collaborative leadership and data-driven insights.

Qualifications

• 6+ years in Customer Success Management, with responsibility for enterprise or strategic customer relationships.
• Bachelor’s degree in business management or related field.
• Proven track record building trusted relationships with enterprise customers and navigating complex stakeholder environments.
• Strong business acumen with ability to translate objectives into measurable value.

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 and deliver a consistent customer experience.
• Lead executive‑level Quarterly Business Reviews that demonstrate realized value 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 and creating opportunities for customers to share their experiences.

Skills

Enterprise CS experience

Executive engagement

Cross-functional collaboration

CRM proficiency

Customer health analysis

Executive business reviews

Education

Bachelor's degree in business management or related field

Tools

CRM 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.

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. 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.

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 [e-mail]. 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.

Equal Opportunity Employer

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.