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.
#LI-Hybrid
The Senior Customer Success Manager (CSM) will lead one of Genesys’ most strategic enterprise accounts in the banking sector in Mexico. This role focuses on building long-term executive relationships, driving innovation, and ensuring that customers realize measurable outcomes from their investment in Genesys.
As a trusted advisor, you will combine strategic vision, executive presence, and solution leadership to orchestrate adoption, retention, and growth—while representing the voice of the customer inside Genesys.
Key Responsibilities
Strategic Partnership:
Act as the primary business contact and trusted advisor for the client, building strong multi-level relationships including C-level stakeholders.
Develop and execute Customer Success Plans with clear KPIs and business outcomes (adoption, CSAT/NPS, AHT, FCR, self-service, cost reduction, ROI).
Lead Executive Business Reviews (EBRs) to demonstrate value and connect CX results with financial impact.
Anticipate risks and proactively execute remediation plans.
Growth, Retention & Advocacy:
Ensure strong renewals (GRR) and drive expansion (NRR) by identifying opportunities for cross-sell and up-sell.
Accelerate time-to-value by aligning customer objectives with Genesys capabilities.
Build advocacy by creating referenceable success stories and driving customer satisfaction.
Internal Orchestration:
Partner with Onboarding and Professional Services for smooth implementations.
Collaborate with Sales and Renewals to maintain accurate forecasting and drive commercial alignment.
Work with Support and Product teams to resolve critical issues and channel feedback into product development.
Promote innovation and best practices (AI, automation, analytics, self-service) to strengthen the customer’s digital transformation.
Success Metrics:
Gross Renewal Rate (GRR) / Net Revenue Retention (NRR)
Adoption of key Genesys features and capabilities
Improved operational KPIs (AHT, FCR, cost-to-serve, digital containment)
Customer Satisfaction / NPS
Successful EBRs with demonstrated ROI
Expansion opportunities identified and executed
Required Qualifications:
5+ years in Customer Success, Consulting, or Enterprise Account Management in SaaS or technology solutions.
Proven experience with enterprise financial services clients or regulated industries.
Strong executive presence and communication skills (Spanish native, English advanced).
Demonstrated track record in renewals, expansion, and value realization.
Deep knowledge of CX metrics and KPIs, with ability to link them to business outcomes.
Proficiency with Salesforce, Gainsight, and strong data storytelling (Excel/PowerPoint).
Willingness to travel within Mexico as needed.
Preferred Qualifications:
Knowledge of Genesys platform or CCaaS solutions.
Experience presenting to and influencing C-level executives in demanding accounts.
Familiarity with Agile methods (Scrum/SAFe) and working with cross-functional teams.
Strong analytical skills and use of BI tools (Power BI, Tableau).
Core Competencies:
Strategic Leadership – inspires teams, influences stakeholders, drives CX thought leadership.
Customer Obsession – proactive, outcome-driven, relentless focus on customer value.
Execution Excellence – ownership, urgency, and precision in complex enterprise contexts.
Impactful Communication – confident, persuasive, and able to simplify complexity.
Innovation & Curiosity – identifies new opportunities (AI, automation, analytics) to create impact.
Energy & Presence – mature, resilient, and dynamic in high-stakes situations.
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:
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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.
