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.

About the Role

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 learn

• Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers

• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms

• Technical aptitude to learn telecom, AI, and our software technologies

• Languages: Native/Fluent Japanese and Business level English language proficiency (written and speaking)

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Japan.

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Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

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.