Why This Job is Featured on The SaaS Jobs
This Senior Customer Success Manager role stands out because it sits inside a mature, global SaaS platform serving enterprise customer experience use cases, where Customer Success is tightly linked to measurable outcomes. The remit combines direct customer ownership with responsibility for programs that influence how success is delivered across a broader organization, a common pattern in scaled SaaS businesses where consistency and instrumentation matter as much as relationship management.
From a SaaS career perspective, the work builds durable operating skills: defining adoption and retention metrics, translating product usage signals into plays, and turning cross functional initiatives into repeatable motions. Exposure to systems like Salesforce and Gainsight, plus performance analysis and reporting, maps well to the way leading SaaS companies run post sales, and creates a pathway toward CS Operations, CS leadership, or broader revenue operations roles.
The listing signals a fit for professionals who enjoy balancing customer facing work with internal leverage, moving between stakeholder alignment, data review, and execution governance. It also suits someone comfortable influencing without formal authority and who prefers roles where success is demonstrated through clear measurement rather than anecdote.
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.
Senior Customer Success Manager
United States
Role Overview:
Shape and scale how Customer Success delivers impact by leading high-visibility programs that drive adoption, retention, and growth across the organization. This role is designed for someone who thrives at the intersection of strategy, data, and execution, owning key initiatives that influence how Customer Success operates at scale while maintaining direct engagement with a focused set of customers.
At Genesys, we are transforming the customer experience landscape through empathy, AI innovation, and global impact. In this role, you will take ownership of critical Customer Success programs, ensuring they are data-driven, measurable, and consistently executed across teams. You will partner closely with leadership to operationalize strategic initiatives, bringing structure, clarity, and insight into how customer outcomes are achieved and scaled.
Alongside program leadership, you will manage a small portfolio of accounts, applying best practices and insights from your program work to drive meaningful customer outcomes. This position offers strong visibility and the opportunity to influence both customer-level success and organization-wide performance.
- Lead and operationalize Customer Success programs, including adoption campaigns, customer engagement initiatives, and product enablement efforts across the organization
- Analyze program performance and customer data to identify trends, risks, and opportunities, driving continuous improvement and measurable impact
- Establish and standardize success metrics, definitions, and reporting to ensure consistency and accountability across the Customer Success team
- Partner with leadership to execute strategic initiatives such as GPR activities, Copilot programs, and CS-sourced opportunity tracking
- Act as a central resource for program governance, ensuring alignment, execution consistency, and visibility into outcomes across teams
- Influence cross-functional stakeholders to adopt best practices and align on program execution and data integrity
- Support enablement efforts by translating insights into scalable processes, tools, and recommendations for the broader organization
- Manage a focused portfolio of 3 to 4 medium-touch customer accounts, driving adoption, retention, and value realization
- Build trusted relationships with customer stakeholders to support long-term success and platform adoption
- Align closely with Professional Services and Sales teams to ensure coordinated execution and opportunity alignment
- 5 to 8 or more years of experience in Customer Success, Program Management, or related SaaS roles
- Strong analytical background with experience interpreting data and driving insights from customer and program metrics
- Experience leading or supporting cross-functional programs, initiatives, or operational improvements
- Proven ability to influence without direct authority and drive alignment across teams
- Experience managing customer relationships within a SaaS or cloud-based environment
- Proficiency with tools such as Salesforce, Gainsight, and Excel or similar data analysis platforms
- Ability to balance program ownership with customer-facing responsibilities
- Strong communication skills with the ability to present insights to both peers and leadership
Preferred Qualifications:
- Experience with data visualization tools such as Tableau
- Background in Customer Success operations, enablement, or strategic programs
- Familiarity with CX, CCaaS, or enterprise SaaS platforms
- Experience aligning Customer Success with Professional Services and revenue teams
- Demonstrated ability to scale processes and improve performance through data-driven initiatives
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.
$104,000.00 - $183,000.00
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.
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.
