Senior Customer Success Manager
GenesysBe 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.
Role Overview:
Drive enterprise transformation by partnering with global organizations to turn customer experience into a measurable growth engine. This role influences how leading brands design, orchestrate, and scale AI-powered customer journeys using Genesys Cloud. You will own strategic relationships with senior executives, aligning technology adoption with business outcomes such as revenue growth, cost efficiency, and customer loyalty. At Genesys, you help organizations deliver more human, empathetic experiences at scale while shaping the future of AI-driven engagement. This position offers direct exposure to enterprise strategy, platform innovation, and executive decision-making, creating a clear path for expanded leadership impact.
Key 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
Required Qualifications:
- 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 influ
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