Expert Customer Success Manager

Be 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. At Genesys, we are continuously looking to connect with talented professionals who may be a strong fit for future Expert Customer Success Manager opportunities . This posting is part of our Talent Pool and does not represent a currently open position . By submitting your profile, you are expressing interest in being considered for future opportunities that may become available based on business needs. If your background and experience align with a future opening, a member of our Talent Acquisition team may contact you to discuss the opportunity and next steps. The Expert Customer Success Manager (CSM) is a strategic partner for Genesys’ Strategic and Mid-Market customers, supporting organizations across Banking, Telecommunications, and other key industry verticals . The role focuses on building long-term customer relationships, driving product adoption and utilization, and helping customers achieve their Customer Experience (CX) vision and desired business outcomes. The CSM leverages deep industry knowledge—particularly within Banking and Financial Services —to provide strategic guidance, deliver measurable value, and manage customer success throughout the customer lifecycle.

The Expert Customer Success Manager acts as the customer’s advocate and champion throughout their journey with Genesys, recommending, orchestrating, and supporting the adoption of the right strategies, products, and services to help customers rapidly realize their desired business outcomes. The CSM works closely with multiple teams across Genesys to support successful onboarding, adoption, retention, customer advocacy, and revenue growth. Primary responsibilities may include: Manage a portfolio of customers, serving as their primary business point of contact throughout their CX journey. Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans —actionable blueprints designed to drive mutual success. Connect the adoption and use of Genesys product features, functionality, and services to key customer business outcomes. Manage customer escalations and coordinate across functional areas to ensure customer needs are addressed effectively. Establish a regular cadence of Executive Business Reviews (EBRs) to track progress against customers’ strategic business objectives. Drive customer advocacy and reference ability while supporting continuous improvement of customer experience measures, including Net Promoter Score (NPS). Prepare and deliver territory and account plans to define customer strategies and align internal resources. Build shared accountability with adjacent functions throughout key stages of the customer journey, including: Onboarding Specialists , to ensure new customers are systematically introduced to Genesys and begin realizing value as quickly as possible. Professional Services , to support successful implementations and progression toward go-live. Renewal Managers , to support strong forecasting and renewal practices, customer retention, and recurring revenue growth. Sales , to identify potential cross-sell and upsell opportunities and support incremental bookings.

12+ years of experience in technology-related, Customer Success, consulting, account management, CX, or related roles. Strong experience working with customers in Banking, Telecommunications, and/or other complex