Sr, Manager Customer Success

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:
Shape how Genesys customers achieve measurable business outcomes by leading a high performing Customer Success team responsible for adoption, retention, and long term growth across enterprise relationships. This role directly influences revenue retention and expansion by ensuring customers fully realize the value of AI powered customer experience solutions at scale. At Genesys, we help organizations deliver empathetic, AI driven experiences that transform how they engage with their customers, and this role plays a critical part in making that transformation successful. You will define and scale customer success strategy, influence cross functional execution, and elevate how Genesys partners with customers throughout their lifecycle. This is a leadership role with strong visibility, offering the opportunity to drive strategic impact while building scalable success models in a rapidly evolving SaaS environment.

Key Responsibilities:

• Lead, coach, and develop a team of Customer Success Managers to drive customer outcomes, retention, and expansion across enterprise accounts

• Establish clear operating models, performance metrics, and success benchmarks aligned with organizational growth objectives

• Drive scalable customer success strategies that improve adoption, engagement, and long term value realization

• Guide the creation and execution of Customer Success Plans aligned to customer business goals and measurable KPIs

• Identify and accelerate expansion opportunities through increased product adoption and deeper customer engagement

• Implement proactive risk management strategies that improve customer health and reduce churn across the portfolio

• Partner with Sales, Professional Services, and Renewals teams to align on customer strategy and lifecycle execution

• Ensure seamless coordination of onboarding, implementation, and ongoing success activities across the customer journey

• Build and promote customer advocacy programs that strengthen references, case studies, and brand credibility

• Leverage data insights to influence strategic decisions, improve team performance, and optimize customer outcomes

Required Qualifications:

• 4 or more years of people management experience within SaaS Customer Success environments

• 8 or more years of experience in Customer Success roles within high growth SaaS organizations

• Bachelor’s degree in a technology or business related field

• Strong understanding of customer experience platforms and related technologies

• Experience with CRM and customer success tools such as Salesforce and Gainsight

• Demonstrated ability to translate data insights into strategic business impact

• Proven experience influencing cross functional teams and driving alignment across stakeholders

• Strong communication, presentation, and stakeholder management skills

• Ability to manage complex customer environments with both technical and business considerations

Preferred Qualifications:

• Experience leading Customer Success teams supporting enterprise or global accounts

• Familiarity with AI driven customer experience platforms and analytics tools

• Experience building scalable Customer Success processes and operational frameworks

• Ability to thrive in fast paced environments with evolving priorities

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.  

$130,500.00 - $229,500.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunit