Why This Job is Featured on The SaaS Jobs
This Customer Success Manager role sits at the intersection of enterprise SaaS and AI-enabled customer experience, where adoption and outcomes must be proven across complex environments. Genesys operates a mature, globally deployed platform, which makes the work less about introducing a new tool and more about orchestrating measurable value across stakeholders, systems, and data. In SaaS terms, it is a role shaped by recurring revenue realities and long customer lifecycles.
For a SaaS career, the position offers a strong foundation in the operating mechanics that matter after the sale: onboarding pathways, usage patterns, executive alignment, and renewal health. Managing success plans tied to KPIs and translating product capabilities into business impact builds fluency that transfers across B2B subscription models, especially in companies where product adoption is tightly linked to retention and expansion. The emphasis on analytics and structured customer governance is particularly relevant in AI-adjacent SaaS, where outcomes and trust must be continually reinforced.
This role tends to suit professionals who prefer consultative account leadership over transactional support, and who are comfortable coordinating across Sales, Services, and product-adjacent teams. It also fits those who enjoy working with senior customer stakeholders and can maintain cadence and clarity across a portfolio without losing detail on individual success drivers.
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
Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
The goal of this CSM role is to establish a life-long relationship between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision.
Genesys CSM Purpose: “Being the voice of the customer so that they achieve their business objectives through the delivery of empathy in each interaction”
Key Responsibilities:
They are the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes.
They work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.
Responsibilities / Job Duties
In this role, the primary responsibilities will include (but are not limited to):
Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey.
Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Advisor and customers can achieve mutual success).
Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes.
Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives.
Drive customer reference-ability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score).
Prepare and deliver territory plans to define account strategies and align resources.
Team and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:
Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible.
Professional Services to ensure that implementations progress smoothly to go-live.
Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
Sales to identify cross-sell/up-sell opportunities and drive incremental bookings.
Required Qualifications:
10+ years’ experience in a technology-related field.
Genesys acknowledge is a plus.
COPC certification is a plus.
Bachelor’s Degree in a technology- or business-related field.
Familiarity with CX (industry and technology) to drive consultative approach to customer interactions.
Strong ability to build relationships and proactive engagement using digital touch capabilities.
Ability to manage/multi-task multiple actions across assigned customer base.
Ability to thrive in a dynamic environment.
Excellent interpersonal, presentation skills – both written and verbal.
Positive attitude and high willingness to learn.
Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.
Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms.
Travel: 70%
Skills and Competencies:
Analytics Mindset.
Translate data analysis into customer business impacts - Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance, etc.)
Foundational Product Skill.
Understands how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes.
How we Think:
Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholders.
Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needs.
How we Own It:
Ensures Accountability – Holding self and others accountable to meet commitments.
Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.
Action oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
How we Interact:
Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
Manages Conflict – Handling conflict situations effectively with a minimum of noise.
Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control.
Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Organizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics.
How we Show Up:
Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations
Working at Genesys
- AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally – Genesys is Great Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities.
Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
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.
