Sr. Customer Success Manager – United States – Remote

Genesys empowers over 8,000 organizations in more than 100 countries to enhance loyalty and drive business outcomes by delivering exceptional experiences for both customers and employees. With Genesys Cloud, the leading AI-powered experience orchestration platform, we help organizations of all sizes achieve their customer experience (CX) vision through empathetic and personalized interactions at scale. As a trusted, all-in-one cloud platform, Genesys Cloud accelerates growth by enabling businesses to provide the right CX at the right moment.

We have a diverse team of over 6,000 professionals worldwide who value empathy and collaboration. In addition to competitive benefits and perks typical of larger tech companies, our employees enjoy the autonomy to make meaningful contributions and take ownership of their work. Join us in shaping the future of customer experience.

Position Purpose

The Genesys Customer Success Manager (CSM) plays a vital role in fostering long-term relationships between Genesys and its Enterprise customers. The CSM is responsible for advising and empowering customers to realize their CX goals.

Key Responsibilities

CSMs act as advocates for customers throughout their journey with Genesys. They provide consultative support, demonstrate thought leadership, and recommend effective strategies, products, and services to help customers achieve their business objectives. Collaboration with internal teams is crucial for ensuring customer onboarding, retention, and revenue growth.

Core Responsibilities:

• Manage a portfolio of enterprise customers, serving as their main business contact throughout their CX journey.
• Understand customers’ value drivers, success criteria, and KPIs to develop actionable Customer Success Plans.
• Advise customers on the adoption of product features and services to achieve key business outcomes.
• Conduct regular Executive Business Reviews to track progress toward customer objectives.
• Monitor customer adoption, renewal processes, and implement strategies to prevent downsells or non-renewals.
• Promote customer referenceability and improve advocacy measures, such as Net Promoter Score.
• Identify opportunities for account growth and expansion through proactive engagement.
• Develop and deliver territory plans that define account strategies and align resources.
• Collaborate with cross-functional teams throughout the customer journey, including onboarding, professional services, renewal management, and sales.

Required Qualifications:

• 5+ years of experience in a technology-related field, including consulting and enterprise account management.
• Bachelor’s Degree in a technology- or business-related discipline.
• Proven sales track record in a SaaS organization.
• Strong customer-facing skills, including the ability to present to C-level executives and build relationships.
• Ability to manage multiple tasks and priorities across a diverse customer base.
• Proactive mindset with strong follow-through and attention to detail.
• Excellent interpersonal and communication skills, both written and verbal.
• Positive attitude and eagerness to learn.
• Strong leadership and communication abilities that inspire cross-functional collaboration.
• Proficient in productivity tools such as PowerPoint, Excel, Word, and CRM platforms like Salesforce and Gainsight.

Preferred Qualifications:

• Experience with CCaaS technology and its business practices, KPIs, and features. Genesys-specific knowledge is a plus.

Travel:

• Travel may be required as part of the role.

Compensation:

This position offers a competitive salary with a range between $87,750 and $172,250, depending on experience, qualifications, skills, and location. There may also be opportunities for commission or performance-based bonuses.

Benefits:

• Comprehensive medical, dental, and vision insurance
• Telehealth services
• Flexible work schedules and remote work options
• Opportunities for career development and growth
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption assistance and fertility treatments

For more details about our benefits, please visit: Genesys Benefits

If you were referred by a Genesys employee, please use the link they provided to apply.

About Genesys:

Each year, Genesys orchestrates billions of remarkable customer experiences across over 100 countries. Leveraging cloud, digital, and AI technologies, we help organizations realize our vision of Experience as a Service™, delivering proactive, predictive, and hyper-personalized experiences that strengthen customer connections and enhance employee engagement. By transforming back-office technology into a modern revenue engine, Genesys fosters customer trust and loyalty at scale. Visit www.genesys.com for more information.

Reasonable Accommodations:

If you need reasonable accommodations to complete any part of the application process or require an alternative method for applying, please contact HR at [email protected]. You can expect a response within 24-48 hours. To ensure the best accommodations, please provide your name, country of residence, the job ID or title, and any specific requests.

Genesys is an equal opportunity employer committed to workplace equity. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, national origin, disability, military and veteran status, or other protected characteristics.

Please note that recruiters will never request sensitive personal or financial information during the application process.