Why This Job is Featured on The SaaS Jobs
Why this Role is Featured on The SaaS Jobs
Enterprise customer success remains one of the clearest windows into how modern SaaS platforms deliver measurable outcomes beyond product usage. This Senior Customer Success Manager role sits in the customer experience and contact centre software category, where multi-stakeholder adoption, change management, and ROI narratives are central to renewals and expansion. The emphasis on executive engagement and multi-year roadmapping signals a mature SaaS environment with complex deployments and high expectations around value realisation.
For a SaaS career, the role builds durable strengths in value-based success: translating platform capabilities into business metrics, running structured executive reviews, and shaping account strategy over long horizons. It also offers exposure to the operating system of enterprise SaaS, including cross-functional coordination across services, product, sales, and renewals, plus the tooling layer common to scaled CS organisations such as CRM and customer success platforms.
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.
Senior Customer Success Manager
This role opens opportunities for applicants based in Melbourne, Brisbane or Sydney.
As a Senior Customer Success Manager (Sr CSM) at Genesys, you’ll act as a strategic business advisor and transformation partner to a select portfolio of high-value enterprise customers. Your mission is to ensure customers realise measurable business outcomes through orchestrating experiences with Genesys Cloud.
You’ll work to accelerate their return on investment, evolve their customer experience (CX) strategies and ensure customer retention.
You will engage directly with C-level and senior executives, providing consultative advice, strategic planning, and advisory leadership that drives long-term value realisation. This role blends consulting acumen, commercial insight, and executive relationship management to influence strategic direction and maximize customer lifetime value.
What You’ll Do
Serve as a strategic business partner to executive stakeholders, aligning Genesys solutions to each customer’s enterprise transformation objectives and quantifiable business outcomes.
Lead the development of multi-year CX transformation roadmaps, collaborating with customers to define business value frameworks, success metrics, and strategic priorities.
Conduct executive-level business reviews (QBRs/EBRs), providing strategic insights, performance analysis, and data-driven recommendations for continued innovation and growth.
Act as a trusted advisor in shaping customers’ CX strategy — including digital transformation, AI adoption, automation, and omnichannel engagement — to achieve operational excellence and customer-centric differentiation.
Orchestrate internal and cross-functional alignment across Professional Services, Sales, Product, and Renewals to ensure seamless delivery, high retention, and account growth.
Drive adoption and growth through orchestrating AI experiences – through guidance on the Genesys Cloud Platform
Own the strategic account plan, identifying and executing on adoption and expansion opportunities through value positioning.
Drive value realization and ROI measurement, ensuring customers achieve measurable impact from their Genesys investments (e.g., revenue growth, cost efficiency, NPS improvement).
Act as a business consultant internally and externally — contributing to strategic account governance, customer advisory boards, and internal transformation initiatives.
Represent the customer voice within Genesys to influence product roadmap and go-to-market innovation.
You’ll Bring
10+ years of experience in enterprise customer success, strategic consulting, or business transformation roles within technology or SaaS organisations.
Demonstrated success managing complex enterprise relationships valued at $1M+ per year, with measurable impact on retention, expansion, and customer satisfaction.
Deep expertise in consultative selling and value-based engagement, including executive facilitation, business case development, and financial impact analysis.
Proven track record of influencing senior stakeholders (CIO, COO, CCO, CMO) through thought leadership, data-driven insights, and strategic storytelling.
Strong understanding of customer experience transformation, digital channels, automation, and AI technologies.
Analytical and commercially astute, with the ability to connect strategic vision to business metrics and ROI outcomes.
Experience in advising and delivering AI and Digital solutions
Exceptional communication, presentation, and executive engagement skills, with a confident, boardroom-ready presence.
Experience using Salesforce, Gainsight, and other customer success or CRM platforms to manage account health and strategy execution.
Bachelor’s degree in Business, Technology, or related field (MBA or consulting background highly advantageous).
Please note: Genesys will not accept resumes from agencies for this role.
To be eligible to apply for this role you must have work rights in Australia.
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.
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.
