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.

About Genesys

Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement.

Position Purpose

We are seeking a collaborative Customer Success Manager to drive customer value realization and foster strong partnerships across our organization. The ideal candidate will understand customer experience (CX) fundamentals while expertly orchestrating internal resources to ensure customer success.

Two priorities define success in this role: deep AI knowledge — a genuine understanding of AI, hands-on experience using it, and an understanding of how it applies to customer experience and the contact center industry — and ownership of the adoption motion — the ability to run a consistent, data-driven process that turns purchased capabilities, especially AI-powered ones, into sustained usage and measurable customer value.

Key Responsibilities

• Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor.
• Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams.
• Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities.
• Develop and execute customer success plans aligned with clients' business objectives.
• Proactively identify and coordinate resolution of customer needs through cross-functional partnerships
• Monitor customer health metrics and drive adoption of solutions Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.

AI Expertise & Advisory (Priority Focus)

• Be a knowledgeable AI partner to customers: Explain AI capabilities—generative and predictive AI, virtual agents, agent assist, analytics, and automation—in business terms and connect them to customer goals.
• Know AI and how it applies to our industry: Maintain current knowledge of AI trends and use cases in CX and contact centers, including responsible AI and data privacy considerations, and share insights with customers and internal teams.
• Use AI in your own work: Apply AI tools to account analysis, planning, QBR preparation, and daily productivity, and share practical examples with customers and peers.
• Identify AI use cases and opportunities: Work with customers to identify and prioritize AI use cases tied to business outcomes, and partner with Sales, Professional Services, and Product to bring them to life.
• Drive AI adoption and consumption: Track AI usage and token utilization, and lead plans that move AI capabilities from purchased to deployed to actively used.

Adoption Motion (Priority Focus)

• Own the adoption motion for each account: Guide customers from onboarding and go-live through value realization and sustained usage, with clear milestones and ownership.
• Set adoption goals in every success plan: Define baselines, target outcomes, and adoption milestones (e.g., time to first value, feature utilization, AI consumption) aligned to the customer’s business objectives.
• Run a consistent adoption cadence: Hold regular working sessions, health check-ins, and QBRs that review usage data, confirm progress, and agree on next actions.
• Identify and close adoption gaps: Use usage, consumption, and health data to spot under-utilized capabilities, stalled deployments, and early risk signals, and drive targeted action plans well ahead of renewal.
• Enable customers: Support training, enablement, and change management efforts, and cultivate customer champions who drive usage across their organizations.
• Coordinate internal teams: Engage Onboarding, Professional Services, Support, Product, Sales, and Renewal Managers to remove blockers and accelerate adoption.
• Report on adoption and its impact: Share adoption results with customers and leadership and connect them to retention and expansion outcomes.

Required Qualifications

Experience & Education

• 6+ years of Customer Success Management experience.
• Bachelor’s degree in business management or related field required.
• Proven track record of managing enterprise customer relationships.
• Strong business acumen with demonstrated ability to understand customer objectives.
• Excellence in cross-functional collaboration and stakeholder management.
• Experience preparing and delivering executive-level presentations.
• Proficiency with CRM systems and customer success platforms.
• Deep understanding of AI (priority): Knowledge of AI technologies and how they apply to CX and the contact center industry, with hands-on experience using AI tools in daily work.
• Adoption experience (priority): Demonstrated experience running customer adoption motions—setting success criteria, monitoring usage and health data, enabling users, and closing adoption gaps.

Key Competencies

• Collaborative Leadership: Excellence in unifying diverse teams to achieve customer outcomes.
• Strategic Thinking: Ability to understand business challenges and coordinate appropriate solutions.
• Relationship Building: Skill in developing strong partnerships with customers and internal teams.
• Business Acumen: Understanding of business metrics and value drivers.
• Project Management: Capability to manage multiple concurrent initiatives.
• Communication: Outstanding written and verbal skills with ability to present to senior stakeholders.
• Stakeholder Management: Experience in aligning multiple parties toward common goals.
• AI Fluency (Priority): Deep, practical understanding of AI, regular use of AI tools, and the ability to explain how AI applies to customers’ CX goals and the contact center industry.
• Adoption Leadership (Priority): Ability to design and run a structured adoption motion that turns usage and consumption data into action and measurable customer outcomes.

Success Metrics

• Customer satisfaction and retention rates
• Quality of cross-functional collaboration
• Effectiveness of Quarterly Business Reviews
• Product adoption and feature utilization
• Customer advocacy and reference ability
• AI adoption and consumption, including AI token utilization
• Adoption milestones achieved, such as time to first value and sustained utilization
• Adoption gaps identified and closed ahead of renewal

Customer Focus

• Extremely strong customer-facing skills
• Proactive mindset with strong follow-through
• Ability to translate complex technical concepts into business value.
• Experience driving customer advocacy and satisfaction.

Additional Requirements

• Travel: Less than 30%

Our Commitment to Inclusion

Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses.

Accommodations

We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process, please visit our Reasonable Accommodations Form for assistance.

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.

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

Click here to view a summary overview of our Benefits.

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.

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

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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 reasonable.accommodations@genesys.com.

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.