Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
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About Genesys
Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement.
Position Purpose
We are seeking a collaborative Customer Success Manager to drive customer value realization and foster strong partnerships across our organization. The ideal candidate will understand customer experience (CX) fundamentals while expertly orchestrating internal resources to ensure customer success.
Key Responsibilities
Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor.
Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams.
Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities.
Develop and execute customer success plans aligned with clients' business objectives.
Proactively identify and coordinate resolution of customer needs through cross-functional partnerships
Monitor customer health metrics and drive adoption of solutions Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
Required Qualifications
Experience & Education
6+ years of Customer Success Management experience.
Bachelor’s degree in business management or related field required.
Proven track record of managing enterprise customer relationships.
Strong business acumen with demonstrated ability to understand customer objectives.
Excellence in cross-functional collaboration and stakeholder management.
Experience preparing and delivering executive-level presentations.
Proficiency with CRM systems and customer success platforms.
Key Competencies
Collaborative Leadership: Excellence in unifying diverse teams to achieve customer outcomes.
Strategic Thinking: Ability to understand business challenges and coordinate appropriate solutions.
Relationship Building: Skill in developing strong partnerships with customers and internal teams.
Business Acumen: Understanding of business metrics and value drivers.
Project Management: Capability to manage multiple concurrent initiatives.
Communication: Outstanding written and verbal skills with ability to present to senior stakeholders.
Stakeholder Management: Experience in aligning multiple parties toward common goals.
Success Metrics
Customer satisfaction and retention rates
Quality of cross-functional collaboration
Effectiveness of Quarterly Business Reviews
Product adoption and feature utilization
Customer advocacy and reference ability
Customer Focus
Extremely strong customer-facing skills
Proactive mindset with strong follow-through
Ability to translate complex technical concepts into business value.
Experience driving customer advocacy and satisfaction.
Additional Requirements
Travel: Less than 30%
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$98,200.00 - $182,400.00
Benefits:
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may submit a request using the Create Request task in Workday. Here is a link to the guide: https://www.myworkday.com/genesys/learning/course/be64cd26b4091001993ead8a13ec0001?record=be64cd26b40910019ab3b070f9110000&type=9882927d138b100019b928e75843018d
If you have any questions, email [email protected], and someone will assist you.
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$98,200.00 - $182,400.00Benefits:
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Click here to view a summary overview of our Benefits.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
Top Skills
What We Do
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
