[Hiring] Senior Customer Success Manager @Genesys

Role 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.

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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.