Senior Customer Success Manager

Role Overview

The primary goal of the Customer Success Manager role is to drive measurable customer value across a portfolio of strategic enterprise accounts by helping organizations maximize adoption, advance their business transformation, strengthen customer experiences, and achieve the strategic outcomes they expect from their Genesys investment.

What You Will Do

Own the end-to-end customer success relationship, translating strategic priorities into actionable success plans that deliver continuous, incremental value. You will orchestrate the right expertise across Professional Services, Support, Product, and Sales while serving as a trusted advisor to key stakeholders and senior leaders.

Why It Might Be a Fit

You will help shape strategic enterprise customer initiatives through customer success leadership, executive engagement, customer experience expertise, and cross-functional collaboration.

Requirements

• 6+ years of experience in Customer Success Management, including responsibility for enterprise or strategic customer relationships.
• Bachelor’s degree in Business Management or a related field.
• Proven track record of building trusted relationships with enterprise customers and navigating complex stakeholder environments.
• Strong business acumen, with demonstrated ability to understand customer objectives, business metrics, and value drivers.
• Demonstrated success collaborating across Sales, Professional Services, Support, Product, and other customer-facing functions.
• Experience preparing and delivering executive-level presentations, business reviews, and strategic customer communications.
• Strong written and verbal communication skills, including the ability to translate complex technical concepts into clear business value.
• Proficiency with CRM systems and customer success platforms, including the ability to leverage customer data and health insights to inform priorities.
• Exposure to AI and CX use cases, value and ROI methodologies, and related technologies.

Benefits

• Paid volunteer time
• August Free Fridays
• Well-being resources
• Regionally tailored programs for employees and their families