Sr. 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. Senior Customer Success Manager Santiago, Chile (Flexible) Role Overview: Shape the success of Genesys Cloud customers in Chile by orchestrating digital-first experiences that accelerate adoption, strengthen retention, and create sustainable opportunities for growth. This role owns strategic customer engagement across key moments in the lifecycle, using intelligent insights, digital tools, and AI-powered capabilities to prioritize interventions that deliver measurable customer value. You will guide customers toward effective self-service for day-to-day needs while stepping in directly at critical milestones where alignment, expertise, and strategic guidance can accelerate time-to-value. Your work will connect customer priorities with the right Genesys resources, helping customers realize greater value from Genesys Cloud and expand their use of digital and AI capabilities. You will influence outcomes across Sales, Product, Renewals, Payment Solutions, Education, Partners, and Customer Success Operations, driving alignment around customer needs and value realization. This visibility provides opportunities to deepen expertise in AI-powered experience orchestration, contribute to enterprise customer success initiatives, and influence how Genesys scales its digital-first customer engagement model.

Own end-to-end digital customer success engagement, prioritizing high-impact touchpoints that accelerate Genesys Cloud adoption, retention, value realization, and customer growth Drive repeatable customer success motions using systematic notifications, intelligent insights, and programmatic prioritization to improve engagement and accelerate time-to-value Orchestrate customer journeys that combine AI-driven self-service with targeted CSM engagement at critical milestones, organizational alignment points, and value realization opportunities Identify expansion opportunities across Genesys Cloud, Professional Services, Genesys Education, and digital and AI capabilities, connecting customer needs with relevant solutions and expertise Partner with Sales, Product, Renewals, Payment Solutions, Education, and channel partners to align resources, resolve customer needs, and deliver consistent outcomes across the customer lifecycle Lead digital customer engagement with accountability for timely, high-quality resolution of inquiries and customer success motions Provide actionable feedback to Customer Success Operations and AI Operations to improve digital tools, digital assistant models, engagement prompts, and scalable customer success experiences Influence partner-led customer relationships by coordinating across customers, partners, and Genesys teams to strengthen adoption and long-term value Required Qualifications: Demonstrated customer-first mindset with a proactive, solution-oriented approach to customer success Strong verbal and written communication skills, with the ability to engage customers and collaborate effectively across functions Proven problem-solving and analytical capability, including the judgment to prioritize customer needs and identify appropriate paths to value Experience with customer success platforms and systems such as Salesforce and Gainsight, with familiarity with Genesys Cloud or comparable Cloud SaaS platforms Strong ability to work independently while coordinating complex cross-functional customer initiatives Experience in B2B environments