Note: The job is a remote job and is open to candidates in USA. Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. The Senior Customer Success Manager will drive enterprise transformation by partnering with global organizations to turn customer experience into a measurable growth engine, influencing how leading brands design and scale AI-powered customer journeys.
Responsibilities
- Own end-to-end strategic relationships with enterprise customers, aligning Genesys Cloud capabilities to business transformation goals and measurable outcomes
- Lead development of multi-year customer experience roadmaps that improve revenue performance, operational efficiency, and customer satisfaction metrics
- Deliver executive business reviews that provide data-driven insights, performance analysis, and forward-looking recommendations
- Influence customer strategy across AI adoption, automation, and omnichannel engagement to drive scalable and differentiated experiences
- Drive platform adoption and expansion by identifying high-impact use cases and aligning them to business value outcomes
- Orchestrate cross-functional collaboration across Sales, Product, Professional Services, and Renewals to ensure seamless delivery and growth
- Establish and execute strategic account plans that increase retention, expansion, and long-term customer value
- Measure and communicate ROI by linking Genesys solutions to tangible business results such as cost reduction, NPS improvement, and revenue growth
- Represent the customer voice internally to shape product innovation and go-to-market strategy
Skills
- 8+ years of experience in enterprise customer success, management consulting, or business transformation within SaaS or technology environments
- Demonstrated success managing complex enterprise accounts with annual contract values exceeding $1M
- Proven ability to influence executive stakeholders such as CIO, COO, CMO, or CCO through strategic advisory and data-driven storytelling
- Strong background in customer experience transformation, digital channels, AI, and automation technologies
- Experience developing business cases, value frameworks, and financial impact analyses
- Commercial acumen with the ability to connect technology investments to measurable business outcomes
- Experience working with CRM and customer success platforms such as Salesforce and Gainsight
- Bachelor's degree in Business, Technology, or a related field
- MBA or background in top-tier consulting environments
- Experience advising on AI-driven customer experience solutions at enterprise scale
- Strong executive presence with advanced presentation and facilitation skills
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
- Paid volunteer time
- August Free Fridays
- Well-being resources
- Regionally tailored programs for employees and their families
- Mentorship, learning programs, leadership development and education support
Company Overview