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 Manager

The 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 Do: The primary responsibilities for this role include (but are not limited to).

• Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey
• Understand 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 success)
• Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
• Promoting continuous growth through the relevant innovation path
• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
• Drive continuous improvement of customer advocacy measures
• Prepare and deliver territory plans to define account strategies and align resources
• Establish 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 possible
• Professional Services to ensure that implementations progress smoothly to go-live
• Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue
• Sales to identify cross-sell/up-sell opportunities and drive incremental bookings
• Ad-hoc duties as directed by Management
• Take on and assist in driving internal strategic initiatives and continuous improvement programs.

You've been there and done this…

• 6+ years' experience in a technology-related field
• Bachelor's Degree in a technology- or business-related field is preferred
• Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
• Strong ability to build relationships and proactive engagement using digital touch capabilities
• Ability to manage/multi-task multiple actions across assigned customer base
• Excellent interpersonal, presentation skills - both written and verbal
• Fluent German language skills
• Excellent verbal and written communication in English
• Positive attitude and high willingness to learn
• Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms

Working 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.
• Time to recharge and give back- Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized 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.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

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 reasonable.accommodations@genesys.com.

You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. 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.