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.
Expert Customer Success Manager
Mexico
Role Overview:
Shape the long-term success of Genesys customers by helping them turn their customer experience vision into measurable business value. As an Expert Customer Success Manager, you will own strategic customer relationships across the post-sales journey, connecting business priorities with the adoption and effective use of Genesys solutions.
Serve as a trusted advisor and customer advocate, guiding organizations toward stronger adoption, retention, customer satisfaction, and growth. You will translate customer value drivers, success criteria, and KPIs into actionable Customer Success Plans, while influencing strategy across Sales, Professional Services, Product Support, Renewals, and other teams involved in the customer journey.
Partner with senior customer stakeholders and Genesys leaders to identify risks, remove barriers, surface expansion opportunities, and maintain alignment on strategic outcomes. Your work will help customers maximize the value of their Genesys investment while creating more effective experiences for the people they serve.
This role offers visibility across enterprise customer initiatives and the opportunity to influence how Genesys evolves its Customer Success practices. You will also contribute thought leadership, mentorship, and strategic initiatives that strengthen the broader Customer Success organization.
Key Responsibilities:
- Own a portfolio of customer relationships as the primary business point of contact, driving measurable progress throughout each customer's CX journey
- Develop Customer Success Plans that connect customer business value drivers, success criteria, and KPIs with clear adoption strategies and mutually accountable actions
- Drive adoption and utilization of Genesys products, features, functionality, and services to help customers maximize the value of their technology investment
- Identify customer satisfaction, retention, upsell, and cross-sell opportunities that strengthen relationships and support recurring revenue growth
- Lead Executive Business Reviews with senior customer stakeholders to evaluate progress, align priorities, address risks, and advance stated business objectives
- Influence strategy across Sales, Professional Services, Renewals, Onboarding, Product Support, and other functions to create a coordinated customer experience
- Drive alignment with Onboarding Specialists to accelerate time to value and help new customers establish a strong foundation for successful adoption
- Partner with Professional Services to support smooth implementations and successful progression toward go-live
- Collaborate with Renewal Managers to strengthen forecasting, retention, and recurring revenue growth
- Partner with Sales to identify expansion opportunities and support incremental bookings through relevant customer value propositions
- Coordinate customer needs with Product Support Escalation Managers and other functional teams, ensuring escalations receive appropriate visibility and follow-through
- Translate gaps in the Product Support experience into actionable feedback that supports continuous improvement of the customer experience
- Promote continuous customer growth by connecting business priorities with relevant Genesys innovation, product capabilities, and technical leadership
- Develop territory and account strategies that align internal resources with customer priorities, risks, growth potential, and desired business outcomes
- Drive customer advocacy improvements by monitoring customer success, identifying emerging needs, and strengthening engagement throughout the customer lifecycle
- Lead strategic internal initiatives and continuous improvement programs that strengthen Customer Success practices and organizational effectiveness
- Mentor Customer Success Managers earlier in their careers and contribute to the continued development of systematic mentorship programs
Required Qualifications:
- 8+ years of experience in a technology-related field, with demonstrated depth in customer-facing, Customer Success, or comparable strategic account environments
- Bachelor's degree in a technology-related or business-related field
- Strong understanding of customer experience technologies and industry practices, with the ability to bring a consultative perspective to customer interactions
- Demonstrated success building trusted relationships and proactively engaging customers through digital and direct communication channels
- Experience translating strategic goals established by functional leadership into operational plans with influence beyond the immediate organizational team
- Strong conceptual thinking and judgment when addressing significant, complex customer or organizational issues
- Proven ability to build networks with senior leaders and individual contributors while providing thought leadership within an area of expertise
- Experience leading strategically important initiatives and supporting effective change management and transformational change
- Demonstrated capability to mentor Customer Success professionals and contribute to the evolution of structured mentorship programs
- Strong organizational skills with the ability to manage multiple priorities and actions across an assigned customer portfolio
- Excellent interpersonal, presentation, written, and verbal communication skills
- Leadership capability that builds alignment, influences stakeholders, and inspires cross-functional teams to respond to evolving customer needs
Preferred Qualifications:
- Experience with CRM and Customer Success platforms such as Salesforce and Gainsight
- Strong proficiency with productivity tools including Microsoft PowerPoint, Excel, and Word
- Familiarity with online communities, social media platforms, and digital customer engagement practices
- Demonstrated curiosity, adaptability, and commitment to continuous learning in evolving customer experience and technology environments
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
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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.
