Why This Job is Featured on The SaaS Jobs
Community has become a core go to market lever in SaaS, sitting between product adoption, support deflection, and customer advocacy. This Senior Manager, Online Communities role is notable because it is anchored in Customer Success Digital Transformation and tied to a named program, suggesting community is treated as an operational channel rather than a side marketing initiative. In a platform SaaS context like Genesys Cloud, community strategy often influences how users learn, share patterns, and extend the product.
For a SaaS career, the position builds durable operating skills around lifecycle engagement, governance, and measurement. Owning community health metrics and translating activity into business signals maps closely to how modern SaaS teams justify investment across self service, retention, and expansion. The remit also touches tooling choices, operating models, and cross functional alignment, experience that transfers to other scaled SaaS environments where digital customer programs must be repeatable and auditable.
This role suits a leader who prefers systems thinking over one off campaigns and is comfortable balancing strategy with program execution. It will fit someone who enjoys coaching specialists while partnering with Product, Support, and Success stakeholders, and who can communicate impact to senior audiences using clear metrics and narrative.
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.
Job Title: Senior Manager, Online Communities
Department & Team: CustomerEngagement & Advocacy, Customer Success Digital Transformation
Reports to: Senior Director, Customer Success Digital Transformation
Location: Anywhere, USA
Summary
We are seeking a Senior Manager, Online Communities to join our Customer Success Digital Transformation team. In this role, you will serve as the face of community for the Genesys Orchestrators program while leading an established team of online community professionals. You will set the strategy and direction for a global, cross-platform digital community that drives ongoing engagement, adoption, and deeper relationships between Genesys and its orchestrators.
You will empower Genesys Online Community members to create, share, and engage with content that enhances their Genesys experience. Applying creative and strategic thinking, you will maximize community tools and resources, oversee rewards and recognition programs, and collaborate across the organization to expand content, drive participation, and sustain long-term engagement.
Responsibilities
Oversee community platforms, tools, and governance, ensuring scalability, performance, and operational excellence
Experience and skills
Demonstrated experience leading and scaling online communities using enterprise platforms such as Higher Logic, Jive, Lithium, or Salesforce Community Cloud
Data-driven mindset, with the ability to define success metrics, analyze community health, and communicate impact and results
Success in the first 6 months
Community Growth & Engagement
Demonstrate measurable improvements in at least 2–3 core community KPIs (e.g., active companies, subscriber growth, community engagement, referral submissions)
Leadership & Scale
Business Value
Clearly communicate how the community is contributing to customer engagement and retention, product adoption, self-service, reduced support burden (e.g., implied case deflection), and increased advocacy.
Success Indicators
#LI-Remote
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.
$131,000.00 - $230,400.00
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
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.
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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.
