Senior Customer Success Manager

Role Overview

• Serve as a strategic business partner to executive stakeholders, aligning Genesys solutions to each customer’s enterprise transformation objectives and quantifiable business outcomes
• Lead the development of multi-year CX transformation roadmaps, collaborating with customers to define business value frameworks, success metrics, and strategic priorities
• Conduct executive-level business reviews (QBRs/EBRs), providing strategic insights, performance analysis, and data-driven recommendations for continued innovation and growth
• Act as a trusted advisor in shaping customers’ CX strategy — including digital transformation, AI adoption, automation, and omnichannel engagement — to achieve operational excellence and customer-centric differentiation
• Orchestrate internal and cross-functional alignment across Professional Services, Sales, Product, and Renewals to ensure seamless delivery, high retention, and account growth
• Drive adoption and growth through orchestrating AI experiences – through guidance on the Genesys Cloud Platform
• Own the strategic account plan, identifying and executing on adoption and expansion opportunities through value positioning
• Drive value realization and ROI measurement, ensuring customers achieve measurable impact from their Genesys investments (e.g., revenue growth, cost efficiency, NPS improvement)
• Act as a business consultant internally and externally — contributing to strategic account governance, customer advisory boards, and internal transformation initiatives
• Represent the customer voice within Genesys to influence product roadmap and go-to-market innovation

Requirements

• 10+ years of experience in enterprise customer success, strategic consulting, or business transformation roles within technology or SaaS organizations
• Demonstrated success managing complex enterprise relationships valued at $1M+ per year, with measurable impact on retention, expansion, and customer satisfaction
• Deep expertise in consultative selling and value-based engagement, including executive facilitation, business case development, and financial impact analysis
• Proven track record of influencing senior stakeholders (CIO, COO, CCO, CMO) through thought leadership, data-driven insights, and strategic storytelling
• Strong understanding of customer experience transformation, digital channels, automation, and AI technologies
• Analytical and commercially astute, with the ability to connect strategic vision to business metrics and ROI outcomes
• Experience in advising and delivering AI and Digital solutions
• Exceptional communication, presentation, and executive engagement skills, with a confident, boardroom-ready presence
• Experience using Salesforce, Gainsight, and other customer success or CRM platforms to manage account health and strategy execution
• Bachelor’s degree in Business, Technology, or related field (MBA or consulting background highly advantageous)

Tech Stack

• Cloud

Benefits

• Great benefits and perks like larger tech companies
• Independence to make a larger impact on the company