Why This Job is Featured on The SaaS Jobs
Enterprise Customer Success roles in SaaS are increasingly defined by how well they translate platform capabilities—especially AI and orchestration—into measurable business outcomes. This listing stands out because it sits at the intersection of customer transformation and product-led value realization, in a cloud CX context where adoption, governance, and stakeholder alignment are ongoing rather than one-time events.
From a SaaS career standpoint, the work builds durable skills in lifecycle ownership: success planning, executive business reviews, renewal risk management, and cross-functional coordination with sales and delivery functions. These are core competencies for senior CSM paths across SaaS, particularly where customers operate complex environments and expect quantified ROI narratives, not feature walkthroughs. Experience partnering tightly with account executives also maps well to broader “commercial CS” models common in mature subscription businesses.
This role tends to fit professionals who prefer strategic account stewardship over people management, and who are comfortable operating with senior customer stakeholders while influencing internally without direct authority. It will appeal to those who enjoy structured customer programs, crisp communication, and connecting technical platform adoption to business metrics within enterprise SaaS relationships.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
Executive Customer Success Manager (Individual Contributor)
Location: Remote / Hybrid — United States
Bring your passion for customer success to Genesys
At Genesys, we’re reimagining what’s possible in customer and employee experience. Our cloud, AI, and digital orchestration solutions help organizations in more than 100 countries deliver the kind of service that builds trust, loyalty, and lasting relationships.
We’re looking for an Executive Customer Success Manager (CSM) who’s passionate about helping customers transform the way they connect with their customers and employees. This is a strategic, high-impact individual contributor role focused on guiding our largest and most complex enterprise customers toward measurable success with Genesys Cloud CX.
If you love partnering with executive stakeholders, driving adoption, and delivering tangible business outcomes — we’d love to meet you.
What You’ll Do
- Be a Trusted Advisor
Strong executive presence with proven ability to operate credibly at the C-suite level while managing complex delivery programs. The successful candidate will excel at working with C-level stakeholders to building strong, trust-based relationships. This involves regular, clear communication tailored to their strategic priorities, and a deep understanding of their business goals. By positioning yourself as a trusted advisor, you can offer insights that align Genesys AI powered Experience Orchestration Platform’s capabilities with the customer’s long-term vision. This collaborative approach not only strengthens the partnership but also ensures that C-level stakeholders see you as an essential contributor to their success.
- Drive Value and Outcomes
Create and execute success plans that help customers achieve measurable ROI and realize the full potential of Genesys Cloud CX and AI capabilities. - Lead Executive Engagements
Deliver compelling executive business reviews, sharing insights, benchmarks, and recommendations that connect technology performance to strategic impact. - Collaborate Across Genesys
The role will work side by side with the Genesys Senior Account Executive to jointly drive success across the customer account. You will orchestrate cross-functional delivery and success teams including Customer Success Managers (CSMs), Technical Account Managers (TAMs), Professional Services, and Consultants. The Senior Director will manage the end-to-end customer lifecycle — from onboarding through transformation — while driving AI adoption, innovation, and revenue expansion. - Ensure Retention and Growth
Anticipate risks, address challenges early, and champion renewals and expansions in partnership with Account Executives. - Be the Voice of the Customer
Advocate for customer needs internally — influencing roadmaps and innovation across Genesys.
What You’ll Bring
- 12+ years of experience in Customer Success, Account Management, or Strategic Consulting, managing enterprise or global accounts
- Deep understanding of SaaS, cloud, or CX/contact center technologies
- Proven success building and influencing relationships with C-level executives and senior stakeholders
- Strong business acumen and the ability to link technology investments to business value
- Excellent communication, storytelling, and executive presentation skills
- A proactive, self-starter attitude with a bias for action and collaboration
- Bachelor’s degree, MBA, or equivalent experience preferred
Why You’ll Love Working at Genesys
- You’ll join a global leader in Experience as a Service℠, shaping the future of customer engagement
- You’ll work with innovative teams that blend AI, analytics, and empathy to drive transformation
- You’ll make an impact on some of the world’s most recognized brands
- You’ll enjoy a culture built on trust, inclusion, and growth
At Genesys, we believe that every customer experience can be made extraordinary — and that starts with the people behind it.
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.
$161,800.00 - $300,600.00
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
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 reasonable.accommodations@genesys.com.
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.
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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.
