Sr, Manager Customer Success

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.

Role Overview:

Lead how Genesys customers realize value, adoption, and long term success across a dynamic portfolio of enterprise relationships. This role drives retention and expansion by enabling a high performing team of Customer Success Managers to deliver measurable business outcomes for customers. At Genesys, we help organizations deliver empathetic, AI powered customer experiences at global scale, and this role ensures customers fully realize that value across their lifecycle. You will shape customer success strategy, influence cross functional execution, and elevate how Genesys partners with customers to achieve their goals. This is a leadership opportunity with direct impact on revenue retention, customer satisfaction, and long term growth.

Key Responsibilities:

• Lead, coach, and develop a team of Customer Success Managers to deliver strong customer outcomes, retention, and growth
• Establish clear team goals, operating plans, and success metrics aligned with organizational priorities
• Drive consistent execution of customer success strategies, ensuring scalable and repeatable engagement models across the portfolio
• Guide development and execution of Customer Success Plans that align to customer business objectives and KPIs
• Enable identification and execution of expansion opportunities through increased product adoption and value realization
• Drive proactive risk management strategies that improve customer health and reduce churn
• Partner cross functionally with Sales, Professional Services, and Renewals teams to align on customer strategy and lifecycle execution
• Ensure seamless coordination of implementation, adoption, and ongoing success activities across the customer journey
• Support development of customer advocacy, reference programs, and success storytelling
• Use data and insights to influence strategy, improve team performance, and optimize customer outcomes

Required Qualifications:

• 4+ years of people management experience in SaaS Customer Success environments
• 8+ years of experience as a Customer Success Manager in high growth SaaS organizations
• Bachelor’s degree in a technology or business related field
• Strong understanding of customer experience platforms and related technologies
• Experience using CRM and customer success tools such as Salesforce and Gainsight
• Demonstrated ability to translate data insights into strategic business impact
• Proven experience influencing cross functional teams and driving alignment
• Strong communication, presentation, and stakeholder management skills
• Ability to manage complex customer environments with both technical and business considerations

Preferred Qualifications:

• Experience leading Customer Success teams in enterprise or global account environments
• Familiarity with AI driven customer experience platforms and analytics tools
• Experience building scalable Customer Success processes and frameworks
• Ability to thrive in fast paced, high growth environments with evolving priorities

Additional Requirements

• Travel: Less than 30%

Our Commitment to Inclusion

Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses.

Accommodations

We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process, please visit our Reasonable Accommodations Form for assistance.

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.  

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

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.