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.
About Genesys
Genesys empowers more than 8,000 organizations across 100+ countries to improve loyalty and business outcomes by delivering exceptional experiences for both customers and employees.
Through Genesys Cloud, the #1 AI-powered experience orchestration platform, organizations of all sizes can deliver empathetic, personalized experiences at scale. As a trusted, all-in-one cloud platform, Genesys Cloud enables companies to differentiate through the right customer experience at the right time.
With more than 6,000 employees worldwide, Genesys fosters a culture built on empathy, collaboration, and innovation. Our employees are empowered with the independence to make meaningful contributions and take ownership of their work while shaping the future of customer experience.
Position Overview
The Senior Customer Success Manager (CSM) is responsible for building long-term strategic relationships between Genesys and its customers. In this role, you will act as a trusted advisor, helping customers realize their customer experience (CX) vision and achieve measurable business outcomes.
You will take a strategic and proactive approach to engaging senior customer stakeholders, understanding their business goals and challenges, and recommending the right Genesys solutions, strategies, and services. By guiding customers through adoption and value realization, you will ensure successful onboarding, retention, and long-term growth.
Customer Success Managers serve as advocates for the customer, championing their needs internally while orchestrating the resources required to drive success.
Key Responsibilities
Customer Success Deliverables
Serve as a strategic advisor and advocate throughout the customer lifecycle.
Guide customers in adopting the right strategies, products, and services to achieve business outcomes.
Develop strong relationships with C-level executives and senior stakeholders.
Build and execute customer success strategies that drive onboarding, adoption, retention, and advocacy.
Coach and mentor other Customer Success Managers while sharing best practices across the Customer Success organization.
Partner with internal teams to deliver a consistent, high-quality customer experience.
Strategic Customer Engagement
Develop and maintain relationships with executive stakeholders to understand business priorities and challenges.
Recommend relevant Genesys solutions and services aligned with customer KPIs and value drivers.
Apply industry and vertical expertise to guide customers on use cases and solution adoption.
Create and manage Customer Success and customer orchestration Plans that drive adoption and measurable value realization.
Act as an escalation point to resolve issues quickly and maintain focus on strategic customer outcomes.
Lead participation in executive roundtables, peer communities, advocacy programs, and Genesys events.
Business Value & Growth
Conduct regular Executive Business Reviews (EBRs) to track progress against business objectives.
Prepare and deliver account reviews aligned with renewal and growth strategies.
Identify opportunities for expansion, cross-sell, and upsell within the customer account.
Cross-Functional Collaboration
Work closely with internal teams to align account strategy and drive customer outcomes, including:
Account Executives – manage customer relationships and identify growth opportunities.
Solution Consulting – support adoption and expansion of new capabilities.
Professional Services – deliver implementation services and drive value realization pre- and post-go-live.
Technical Account Managers – ensure technical success and platform performance.
Renewal Teams – support forecasting and renewal strategies to maintain high retention rates.
Product Management – provide feedback on product gaps and innovation opportunities.
Business Consulting – define strategies for measurable value realization.
Required Qualifications
4+ years of experience in a customer-facing role within the contact centre or related industry
Bachelor’s degree in business, technology, or a related field
Strong ability to build executive relationships and drive proactive customer engagement
Ability to thrive in a dynamic, fast-paced environment
Excellent communication, presentation, and interpersonal skills
Demonstrated leadership ability to influence and align cross-functional teams
Experience with productivity and collaboration tools such as PowerPoint, Excel, Word, and CRM platforms such as Salesforce and Gainsight
Familiarity with online communities and social media platforms
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.
