[Hiring] Senior Customer Success Manager @Genesys

Role Description

The Senior Customer Success Manager (CSM) is responsible for building long-term strategic relationships between Genesys and its customers. In this role, you will act as a trusted advisor, helping customers realize their customer experience (CX) vision and achieve measurable business outcomes.

• Take a strategic and proactive approach to engaging senior customer stakeholders.
• Understand their business goals and challenges.
• Recommend the right Genesys solutions, strategies, and services.
• Guide customers through adoption and value realization.
• Ensure successful onboarding, retention, and long-term growth.
• Serve as an advocate for the customer, championing their needs internally.

Qualifications

• 4+ years of experience in a customer-facing role within the contact centre or related industry.
• Bachelor’s degree in business, technology, or a related field.
• Strong ability to build executive relationships and drive proactive customer engagement.
• Ability to thrive in a dynamic, fast-paced environment.
• Excellent communication, presentation, and interpersonal skills.
• Demonstrated leadership ability to influence and align cross-functional teams.
• Experience with productivity and collaboration tools such as PowerPoint, Excel, Word, and CRM platforms such as Salesforce and Gainsight.
• Familiarity with online communities and social media platforms.

Requirements

• Serve as a strategic advisor and advocate throughout the customer lifecycle.
• Guide customers in adopting the right strategies, products, and services to achieve business outcomes.
• Develop strong relationships with C-level executives and senior stakeholders.
• Build and execute customer success strategies that drive onboarding, adoption, retention, and advocacy.
• Coach and mentor other Customer Success Managers while sharing best practices across the Customer Success organization.
• Partner with internal teams to deliver a consistent, high-quality customer experience.
• Develop and maintain relationships with executive stakeholders to understand business priorities and challenges.
• Recommend relevant Genesys solutions and services aligned with customer KPIs and value drivers.
• Apply industry and vertical expertise to guide customers on use cases and solution adoption.
• Create and manage Customer Success and customer orchestration Plans that drive adoption and measurable value realization.
• Act as an escalation point to resolve issues quickly and maintain focus on strategic customer outcomes.
• Lead participation in executive roundtables, peer communities, advocacy programs, and Genesys events.
• Conduct regular Executive Business Reviews (EBRs) to track progress against business objectives.
• Prepare and deliver account reviews aligned with renewal and growth strategies.
• Identify opportunities for expansion, cross-sell, and upsell within the customer account.
• Work closely with internal teams to align account strategy and drive customer outcomes.

Benefits

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.
• 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.