Senior 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.

As a Senior Customer Success Manager, you will play a key role in enabling enterprise customers to transform their customer experience (CX) through AI-powered Experience Orchestration. In this strategic and consultative role, you will partner with customers to define and execute their CX transformation journey—leveraging the power of Genesys Cloud CX, AI, and digital innovation to deliver measurable business outcomes. Acting as a trusted advisor, you will guide customers from onboarding to continuous value realization, ensuring they maximize their investment and achieve long-term success with Genesys. You will collaborate cross-functionally within Genesys to orchestrate the right expertise and resources at every stage of the customer lifecycle—driving adoption, retention, and expansion. By aligning technology capabilities with business objectives, you will help customers deliver experiences that are predictive, personalized, and proactive, redefining what’s possible for customer engagement in the AI era. What You’ll Be Doing: Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey Identify and develop upsell/cross sell opportunities for the Genesys solution portfolio across the allocated customer and Partner base Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Advisor and customers can achieve mutual success) Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives Drive customer reference ability and continuously improve customer advocacy measures (e.g., promoting community sites, planning and managing events for existing customers). Prepare and deliver account plans to define account strategies and align resources Team with and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to: Technical Account Manager to ensure that technical support for customer utilization after implementation is provided smoothly. Professional Services to ensure that implementations progress smoothly to go-live Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue Sales to identify cross-sell/up-sell opportunities and drive incremental bookings We’d Love to Hear From You! 8+ years’ experience in a technology-related field, including consulting and enterprise account management Bachelor’s Degree in a tech or business-related field Familiarity with CX (industry and technology) to drive consultative approach to customer interactions a plus Experience in a call center, BPO, or service provider environment, or direct experience interacting with such organizations as a customer. A proactive mindset with the ability to take initiative rather than waiting to react to issues. Excellent ability to build relationships Ability to manage/multi-task multiple actions across assigned customer base Excellent interpersonal and presentation skills – both written and verbal Positive attitude and high willingness to