Senior Customer Success Manager, Public Sector

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. This role shapes how enterprise organizations realize value from their investment in Genesys by owning the customer journey for strategic accounts and ensuring measurable business impact through adoption, retention, and expansion.

Responsibilities:

• Own the end-to-end success of a portfolio of enterprise customers, driving measurable outcomes such as retention, expansion, and customer satisfaction
• Lead strategic account engagement by acting as a trusted advisor, aligning Genesys solutions to customer business objectives and CX transformation goals
• Drive alignment across Professional Services, Support, Product, and Sales to deliver seamless, high-impact customer experiences
• Conduct executive-level Quarterly Business Reviews that demonstrate value realization, uncover growth opportunities, and influence long-term strategy
• Develop and execute success plans that increase platform adoption, optimize feature utilization, and accelerate time to value
• Identify risks and opportunities proactively, coordinating cross-functional resources to resolve challenges and improve customer health
• Monitor and analyze customer health metrics to inform data-driven decisions that enhance engagement and retention
• Advocate for customer needs internally, influencing product direction and service improvements based on real-world insights

Requirements:

• 6+ years of experience in Customer Success Management or related customer-facing roles
• Proven track record of managing and growing enterprise customer relationships
• Strong business acumen with the ability to understand and align to customer objectives and value drivers
• Demonstrated experience collaborating across cross-functional teams and influencing stakeholders at multiple levels
• Experience delivering executive-level presentations and facilitating strategic discussions
• Proficiency with CRM systems and customer success platforms
• Bachelor's degree in Business, Management, or a related field
• Experience within customer experience (CX), SaaS, or cloud-based technology environments
• Strong background in data-driven customer engagement and success measurement
• Familiarity with AI-driven customer engagement platforms or digital transformation initiatives
• Experience driving customer advocacy programs and reference development