Senior Customer Success Manager - New Zealand

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. As a Senior Customer Success Manager, you'll act 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)