Senior Customer Success Manager

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. Role Overview: Drive enterprise transformation by partnering with global organizations to turn customer experience into a measurable growth engine. This role influences how leading brands design, orchestrate, and scale AI-powered customer journeys using Genesys Cloud. You will own strategic relationships with senior executives, aligning technology adoption with business outcomes such as revenue growth, cost efficiency, and customer loyalty. At Genesys, you help organizations deliver more human, empathetic experiences at scale while shaping the future of AI-driven engagement. This position offers direct exposure to enterprise strategy, platform innovation, and executive decision-making, creating a clear path for expanded leadership impact. Key Responsibilities: Own end-to-end strategic relationships with enterprise customers, aligning Genesys Cloud capabilities to business transformation goals and measurable outcomes Lead development of multi-year customer experience roadmaps that improve revenue performance, operational efficiency, and customer satisfaction metrics Deliver executive business reviews that provide data-driven insights, performance analysis, and forward-looking recommendations Influence customer strategy across AI adoption, automation, and omnichannel engagement to drive scalable and differentiated experiences Drive platform adoption and expansion by identifying high-impact use cases and aligning them to business value outcomes Orchestrate cross-functional collaboration across Sales, Product, Professional Services, and Renewals to ensure seamless delivery and growth Establish and execute strategic account plans that increase retention, expansion, and long-term customer value Measure and communicate ROI by linking Genesys solutions to tangible business results such as cost reduction, NPS improvement, and revenue growth Represent the customer voice internally to shape product innovation and go-to-market strategy Required Qualifications: 8+ years of experience in enterprise customer success, management consulting, or business transformation within SaaS or technology environments Demonstrated success managing complex enterprise accounts with annual contract values exceeding $1M Proven ability to influence executive stakeholders such as CIO, COO, CMO, or CCO through strategic advisory and data-driven storytelling Strong background in customer experience transformation, digital channels, AI, and automation technologies Experience developing business cases, value frameworks, and financial impact analyses Commercial acumen with the ability to connect technology investments to measurable business outcomes Experience working with CRM and customer success platforms such as Salesforce and Gainsight Bachelor’s degree in Business, Technology, or a related field Preferred Qualifications: MBA or background in top-tier consulting environments Experience advising on AI-driven customer experience solutions at enterprise scale Strong executive presence with advanced presentation and facilitation skills 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 re