Why This Job is Featured on The SaaS Jobs
This Senior Customer Success Manager role sits at the intersection of enterprise SaaS and customer experience technology, supporting adoption of a cloud CX platform positioned around AI-powered orchestration. In the current SaaS landscape, where vendors are increasingly judged on realized outcomes rather than feature breadth, roles that translate platform capability into measurable customer value are becoming central to durable retention.
For a SaaS career, the work builds fluency in the full post-sale lifecycle that matters most in subscription businesses: onboarding, adoption, value planning, renewal readiness, and identifying expansion signals without losing the customer narrative. Managing a portfolio and running business reviews also strengthens the operator toolkit that transfers across SaaS categories, including stakeholder mapping, KPI definition, and cross-functional execution with Sales, Renewals, Services, and technical counterparts.
This position is best suited to professionals who prefer structured account ownership and consultative problem solving over reactive support. It will fit someone comfortable working with enterprise stakeholders, coordinating multiple internal resources, and operating with a high degree of autonomy. The Tokyo location and bilingual Japanese and English emphasis also signal a role designed for global SaaS environments with regional complexity.
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.
About the Role
As a Customer Success Manager, you will support enterprise customers in realizing business value from Genesys Cloud CX through practical adoption, value planning, and ongoing customer engagement.
In this hands-on role, you will own an assigned portfolio of customers and work independently under limited supervision to support their CX journey, from onboarding through value realization. You will use your professional expertise to help customers identify priorities, adopt the right capabilities, and achieve measurable outcomes.
You will collaborate with internal teams to coordinate the right resources at key points in the customer lifecycle, helping drive adoption, retention, and renewal readiness. By aligning product capabilities with customer objectives, you will help customers deliver better, more personalized experiences while strengthening their long-term success with Genesys.
What You’ll Be Doing:
- Manage an assigned portfolio of enterprise customers as the primary business contact and maintain regular engagement throughout the customer lifecycle.
- Develop and execute Customer Success Plans that reflect customer priorities, success criteria, and key performance indicators.
- Track adoption progress, identify barriers to value realization, and recommend actions to improve customer outcomes.
- Surface expansion opportunities for the Genesys solution portfolio and partner with Sales, Renewals, and other stakeholders as appropriate.
- Establish a regular cadence of business reviews with customers to track progress against agreed objectives and next steps.
- Build customer advocacy by identifying reference opportunities, encouraging community participation, and supporting customer events where relevant.
- Prepare and maintain account plans that summarize customer needs, risks, actions, and stakeholder alignment.
- Coordinate with adjacent functions, including Technical Account Management, Professional Services, Renewal Managers, and Sales, to support smooth execution across the customer journey.
We’d Love to Hear From You!
- 5+ years of experience in a technology-related field, including customer success, consulting, account management, or a similar customer-facing role.
- Bachelor’s degree in a technology- or business-related field, or equivalent experience.
- Familiarity with CX industry and technology concepts is a plus and supports a consultative approach to customer interactions.
- Experience in a call center, BPO, or service provider environment, or direct experience working with such organizations as a customer, is a plus.
- A proactive mindset with the ability to take initiative, manage priorities, and work independently under limited supervision.
- Excellent relationship-building, communication, and presentation skills, both written and verbal.
- Ability to manage multiple actions across an assigned customer base and follow through on commitments.
- Positive attitude, high willingness to learn, and strong collaboration skills across cross-functional teams.
- Experience with productivity tools including PowerPoint, Excel, Word, and CRM tools such as Salesforce and Gainsight; familiarity with online communities and social media platforms is a plus.
- Technical aptitude to learn telecom, AI, and Genesys software technologies.
- Native or fluent Japanese and business-level English proficiency, written and spoken.
Please note that Genesys will not accept resumes from agencies at this time.
To be eligible to apply for this role you must be legally permitted to work in Japan.
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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.
