Senior Customer Success Manager

Join Genesys as a Senior Customer Success Manager in the United States (nationwide) (nationwide), taking on a full-time role that combines strategic program leadership with direct account management—driving customer adoption, retention, and revenue growth at scale.

About the Role

In this position, you'll shepherd critical customer success initiatives while maintaining hands-on involvement with a select group of high-value accounts. Your work bridges strategy and execution—establishing scalable processes, measuring impact through data, and collaborating across teams to amplify how Genesys helps its customers succeed. You'll report directly to leadership and gain high visibility across the organization, influencing both customer-level outcomes and company-wide performance.

Day-to-Day Responsibilities

• Own the design and rollout of customer success programs—adoption campaigns, engagement initiatives, and product enablement efforts
• Conduct deep-dive analysis of customer behavior and program results to spot trends, flag risks, and uncover growth opportunities
• Design clear success metrics and reporting frameworks so the team measures and tracks outcomes uniformly
• Coordinate with leadership on major strategic programs, including AI feature launches and technology enablement efforts
• Oversee program governance and quality, making sure teams execute consistently and deliver measurable results
• Guide and persuade cross-functional partners to adopt best practices and maintain data integrity in program execution
• Translate program insights into actionable guidance, documentation, and tools that scale across the broader team
• Actively manage 3–4 customer accounts, focusing on driving adoption, maximizing retention, and realizing value from the platform
• Cultivate strategic relationships with customer stakeholders to support lasting success and long-term platform adoption
• Work closely with Sales and Professional Services to ensure seamless handoffs and unified customer engagement

Skills & Qualifications

• 5+ years of hands-on experience in customer success, program operations, or SaaS roles
• Proven skill in extracting meaning from data and using metrics to drive business decisions
• Track record of leading or contributing to cross-functional programs and operational improvements
• Demonstrated ability to build consensus and move initiatives forward without formal authority
• Solid experience managing customer relationships within cloud-based or SaaS business models
• Proficiency with Salesforce, Gainsight, Excel, and similar platforms for data analysis and reporting
• Ability to manage both strategic program ownership and customer-facing responsibilities simultaneously
• Strong presentation and communication skills for engaging peers and executives
• Background in data visualization tools like Tableau is a plus
• Prior experience in customer success operations, strategic program management, or customer enablement is valued
• Familiarity with contact center, cloud communications, or enterprise software markets is helpful

About Genesys

Genesys powers customer and employee experiences for more than 8,000 organizations across the globe. The cloud platform leverages AI to orchestrate interactions, connect systems and data, and enable teams to deliver personalized, efficient service at scale. The company employs nearly 7,000 people worldwide and maintains a flexible-first culture designed to support how people work best. Genesys holds Great Place to Work certification in 17 countries and continues to invest in innovation, sustainability, and employee growth through mentorship, learning programs, and well-being initiatives.

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