Senior Customer Success Manager

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.

Summary

Genesys is looking for a Senior Customer Success Manager to lead strategic relationships with enterprise customers across the North region.

The Senior CSM is a trusted advisor and customer orchestrator, connecting customer priorities with Genesys capabilities to deliver measurable value, accelerate adoption and AI transformation, protect retention, and create sustainable growth.

Success in this role is defined not only by what you achieve, but how you achieve it. You will lead with curiosity, accountability and transparency; build trust across customers, partners and Genesys teams; help others grow; and use AI to shift your own time toward higher-value customer engagement.

Key Responsibilities

- Own customer success strategy for a portfolio of strategic and high-value customers, developing Experience Orchestration Plans (EOPs) and Customer Success Plans (CSPs) aligned to business priorities and measurable outcomes.
- Build trusted executive relationships, elevating conversations from operational topics toward business value, CX strategy, AI transformation and long-term partnership.
- Drive value realization and adoption, using customer, adoption and health insights to proactively identify risks, opportunities and actions that improve business outcomes.
- Guide AI transformation, helping customers identify relevant use cases, assess maturity and progress from initial adoption toward scaled AI-powered experience orchestration.
- Orchestrate One Genesys, aligning Sales, Professional Services, TAMs, CX Advisory, Product, Renewals, Education and other teams around one customer strategy and shared outcomes.
- Collaborate effectively with partners, developing shared success plans and maintaining appropriate visibility into customer health, adoption, executive priorities and opportunities in partner-led accounts.
- Protect and grow the customer relationship, identifying renewal risks early while proactively surfacing expansion opportunities across Genesys Cloud, AI, Professional Services and Education.
- Lead strategic customer governance, including Executive Business Reviews and transformation discussions focused on outcomes, value realized, priorities and future opportunities.
- Develop customer advocacy, identifying opportunities for references, customer stories, events, speaking engagements and broader participation in the Genesys community.
- Elevate the people around you, coaching and mentoring colleagues, sharing customer lessons and best practices, providing constructive feedback and helping create an environment of trust, psychological safety and continuous learning.
- Work AI-first, using AI to research customers and industries, synthesize signals, identify risks and opportunities, prepare executive engagements and automate lower-value work. Apply sound judgment to AI outputs and share effective AI practices with the broader team.

Minimum Requirements

- Significant experience in Customer Success, strategic account management, consulting or another enterprise SaaS customer-facing role.
- Demonstrated ability to build trusted relationships with senior and executive stakeholders and influence business and transformation decisions.
- Strong understanding of SaaS Customer Success, including adoption, value realization, customer health, retention, expansion and lifecycle management.
- Strong commercial mindset with experience identifying growth opportunities and partnering effectively with Sales.
- Ability to lead complex cross-functional initiatives and influence stakeholders without formal authority.
- Experience working in partner-led or channel-based environments, balancing strong partner collaboration with appropriate customer intimacy.
- Ability to translate technology and AI capabilities into business outcomes and compelling executive narratives.
- Practical AI literacy and experience using generative AI and digital tools to improve research, analysis, communication, prioritization and productivity.
- Strong analytical skills and ability to turn customer data and signals into insights, recommendations and actions.
- Excellent communication, facilitation and executive storytelling skills.
- Demonstrated ownership, learning agility and sound judgment, with the ability to prioritize impact over activity and operate independently in complex environments.
- Ability and willingness to coach others, share expertise and contribute to the success and development of the broader team.

Desirable Skills

- Experience with Genesys Cloud, CCaaS, Contact Center or Customer Experience technology.
- Experience with Gainsight, Salesforce or comparable Customer Success and CRM platforms.
- Experience with AI, automation or digital CX transformation programs.
- Experience developing EBRs, success plans, value realization frameworks or transformation roadmaps.
- Experience developing customer advocates, references or external speaking opportunities.
- Relevant industry expertise across enterprise customer segments.

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® (https://www.genesys.com/company/newsroom/announcements/genesys-earns-2025-great-place-to-work-certification-across-17-countries) 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.

What Happens After You Apply

After you apply, here's what you can typically expect:

- Our Talent Acquisition team reviews your application with the hiring team.

- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

- Next, you'll meet the hiring manager and other members of the interview team.

- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

- After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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:

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 [email protected] .

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.