Senior Customer Success Manager

Genesys empowers organizations to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The Senior Customer Success Manager role involves acting as a strategic business advisor and transformation partner to high-value enterprise customers, ensuring they realize measurable business outcomes through orchestrating experiences with Genesys Cloud.

Requirements

• 10+ years of experience in enterprise customer success, strategic consulting, or business transformation roles within technology or SaaS organisations
• Demonstrated success managing complex enterprise relationships valued at $1M+ per year, with measurable impact on retention, expansion, and customer satisfaction
• Deep expertise in consultative selling and value-based engagement, including executive facilitation, business case development, and financial impact analysis
• Proven track record of influencing senior stakeholders (CIO, COO, CCO, CMO) through thought leadership, data-driven insights, and strategic storytelling
• Strong understanding of customer experience transformation, digital channels, automation, and AI technologies
• Analytical and commercially astute, with the ability to connect strategic vision to business metrics and ROI outcomes
• Experience in advising and delivering AI and Digital solutions
• Exceptional communication, presentation, and executive engagement skills, with a confident, boardroom-ready presence
• Experience using Salesforce, Gainsight, and other customer success or CRM platforms to manage account health and strategy execution
• Bachelor’s degree in Business, Technology, or related field (MBA or consulting background highly advantageous)