Senior Customer Success Manager

Role Overview

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.

What You Will Do

Own customer success strategy for a portfolio of strategic and high-value customers, developing Experience Orchestration Plans (EOPs) and Customer Success Plans (CSPs) aligned to business priorities and measurable outcomes.

Why It Might Be a Fit

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.

Requirements

• 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.

Benefits

• Flexible work arrangements
• Growth opportunities
• Paid volunteer time
• August Free Fridays
• Well-being resources
• Regionally tailored programs for employees and their families

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