Senior Customer Success Manager, Public Sector

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Role Overview:
Driving meaningful customer outcomes at scale, this role shapes how enterprise organizations realize value from their investment in Genesys. You will own the end-to-end customer journey for a portfolio of strategic accounts, ensuring measurable business impact through adoption, retention, and expansion. At Genesys, we are redefining customer experience through empathy, AI, and global innovation, enabling organizations to deliver personalized, predictive engagement across every touchpoint. This position operates at the intersection of strategy and execution, influencing how customers leverage technology to transform their CX operations while partnering with senior stakeholders across functions. You will play a visible role in shaping long-term customer success strategies, with direct exposure to enterprise initiatives and opportunities to expand your influence across a global customer base.

Key Responsibilities:

• Own the end-to-end success of a portfolio of enterprise customers, driving measurable outcomes such as retention, expansion, and customer satisfaction

• Lead strategic account engagement by acting as a trusted advisor, aligning Genesys solutions to customer business objectives and CX transformation goals

• Drive alignment across Professional Services, Support, Product, and Sales to deliver seamless, high-impact customer experiences

• Conduct executive-level Quarterly Business Reviews that demonstrate value realization, uncover growth opportunities, and influence long-term strategy

• Develop and execute success plans that increase platform adoption, optimize feature utilization, and accelerate time to value

• Identify risks and opportunities proactively, coordinating cross-functional resources to resolve challenges and improve customer health

• Monitor and analyze customer health metrics to inform data-driven decisions that enhance engagement and retention

• Advocate for customer needs internally, influencing product direction and service improvements based on real-world insights

Required Qualifications:

• 6+ years of experience in Customer Success Management or related customer-facing roles

• Proven track record of managing and growing enterprise customer relationships

• Strong business acumen with the ability to understand and align to customer objectives and value drivers

• Demonstrated experience collaborating across cross-functional teams and influencing stakeholders at multiple levels

• Experience delivering executive-level presentations and facilitating strategic discussions

• Proficiency with CRM systems and customer success platforms

• Bachelor’s degree in Business, Management, or a related field

Preferred Qualifications:

• Experience within customer experience (CX), SaaS, or cloud-based technology environments

• Strong background in data-driven customer engagement and success measurement

• Familiarity with AI-driven customer engagement platforms or digital transformation initiatives

• Experience driving customer advocacy programs and reference development

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<