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. Expert Customer Success Manager Mexico Role Overview: Shape the long-term success of Genesys customers by helping them turn their customer experience vision into measurable business value. As an Expert Customer Success Manager, you will own strategic customer relationships across the post-sales journey, connecting business priorities with the adoption and effective use of Genesys solutions. Serve as a trusted advisor and customer advocate, guiding organizations toward stronger adoption, retention, customer satisfaction, and growth. You will translate customer value drivers, success criteria, and KPIs into actionable Customer Success Plans, while influencing strategy across Sales, Professional Services, Product Support, Renewals, and other teams involved in the customer journey. Partner with senior customer stakeholders and Genesys leaders to identify risks, remove barriers, surface expansion opportunities, and maintain alignment on strategic outcomes. Your work will help customers maximize the value of their Genesys investment while creating more effective experiences for the people they serve. This role offers visibility across enterprise customer initiatives and the opportunity to influence how Genesys evolves its Customer Success practices. You will also contribute thought leadership, mentorship, and strategic initiatives that strengthen the broader Customer Success organization.

Own a portfolio of customer relationships as the primary business point of contact, driving measurable progress throughout each customer's CX journey Develop Customer Success Plans that connect customer business value drivers, success criteria, and KPIs with clear adoption strategies and mutually accountable actions Drive adoption and utilization of Genesys products, features, functionality, and services to help customers maximize the value of their technology investment Identify customer satisfaction, retention, upsell, and cross-sell opportunities that strengthen relationships and support recurring revenue growth Lead Executive Business Reviews with senior customer stakeholders to evaluate progress, align priorities, address risks, and advance stated business objectives Influence strategy across Sales, Professional Services, Renewals, Onboarding, Product Support, and other functions to create a coordinated customer experience Drive alignment with Onboarding Specialists to accelerate time to value and help new customers establish a strong foundation for successful adoption Partner with Professional Services to support smooth implementations and successful progression toward go-live Collaborate with Renewal Managers to strengthen forecasting, retention, and recurring revenue growth Partner with Sales to identify expansion opportunities and support incremental bookings through relevant customer value propositions Coordinate customer needs with Product Support Escalation Managers and other functional teams, ensuring escalations receive appropriate visibility and follow-through Translate gaps in the Product Support experience into actionable feedback that supports continuous improvement of the customer experience Promote continuous customer growth by connecting business priorities with relevant Genesys innovation, product capabilities, and technical leadership Develop territory and account strategies that align internal resources with customer priorities, risks, growth