Senior Customer Success Manager

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. Build something new with a world-class team.Powered by Genesys Cloud, our AI-driven Experience Orchestration platform enables organizations around the world to deliver personalized, empathetic experiences at scale—helping them increase customer loyalty, empower employees, and accelerate business growth. With more than 6,000 employees worldwide, we’re united by a shared passion for innovation, collaboration, and customer success. We foster a culture where every employee is trusted to make an impact, take ownership, and contribute to shaping the future of customer experience. At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best.Your potential is waiting; why are you?Customer Success ManagerThe goal of this Customer Success Manager (CSM) role is to establish a lifelong relationship between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision. As the CSM you are the customer’s advocate and champion throughout their journey with Genesys. You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.What You’ll DoManage a portfolio of customers serving as their primary business point of contact throughout their CX journeyUnderstand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans, actionable blueprints by which the Customer Success Manager and customers can achieve mutual successPrescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomesPromoting continuous growth through the relevant innovation pathEstablish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectivesDrive continuous improvement of customer advocacy measuresPrepare and deliver territory plans to define account strategies and align resourcesEstablish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possibleProfessional Services to ensure that implementations progress smoothly to go-liveRenewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenueSales to identify cross-sell/up-sell opportunities and drive incremental bookingsAd-hoc duties as directed by ManagementTake on and assist in driving internal strategic initiatives and continuous improvement programsYou’ve been there and done this…Requirements6+ years’ experience in a technology-related fieldBachelor’s Degree in a technology- or business-related field is preferredFamiliarity with CX (industry and technology) to drive consultative approach to customer interactionsStrong ability to build relationships and proactive engagement using digital touch capabilitiesAbility to manage/multi-task multiple actions across assigned customer baseExcellent interpersonal, presentation skills – both written and verbalFluent German language skillsExcellent verbal and written communication in EnglishPositive attitude and high willingness to learnLeadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customersExperience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platformsWorking at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.150+ new AI features were released in the last fiscal year.A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.Benefitspaid volunteer timeAugust Free Fridayswell-being resourcesregionally tailored programs for employees and their familiesRecognized globally – Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at You can expect a response within 24–48 hours. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.Our AI-powered platform connects people, systems, data and AI to help businesses work smarter, respond faster and create more meaningful interactions. #J-18808-Ljbffr