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 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Role Overview:
Drive meaningful customer outcomes by owning a portfolio of enterprise relationships that shape how organizations deliver modern customer experiences at scale. This role directly influences retention expansion and long term customer value by aligning Genesys Cloud capabilities with strategic business objectives across complex environments. At Genesys you will help organizations create more human empathetic interactions powered by AI and cloud innovation impacting millions of customer journeys globally. You will partner closely with senior stakeholders to guide transformation initiatives ensuring customers realize measurable value from their investment while strengthening long term partnerships. This position offers visibility across cross functional teams and exposure to enterprise level programs that accelerate both customer success and your career growth.

Key Responsibilities:

• Own the end to end success of a portfolio of strategic enterprise accounts driving retention expansion and measurable business value
• Lead executive level engagement with customer stakeholders to align Genesys solutions with evolving business goals and CX strategies
• Drive Quarterly Business Reviews that clearly articulate value realization adoption progress and growth opportunities
• Orchestrate cross functional collaboration across Professional Services Support Product and Sales to resolve complex customer challenges and accelerate outcomes
• Design and execute customer success plans that improve adoption optimize platform utilization and increase customer lifetime value
• Monitor and analyze customer health metrics to proactively identify risks improve satisfaction and drive continuous improvement
• Translate complex technical capabilities into clear business outcomes that resonate with executive audiences
• Influence product feedback loops by representing customer needs and driving alignment with internal teams

Required Qualifications:

• 6 years of experience in Customer Success Management within enterprise SaaS or cloud environments
• Bachelors degree in Business Management or a related field
• Proven track record of managing and growing enterprise customer relationships with measurable outcomes
• Strong business acumen with the ability to align technology solutions to customer objectives
• Demonstrated experience collaborating across multiple internal teams and managing complex stakeholder environments
• Experience delivering executive level presentations and facilitating strategic discussions
• Proficiency with CRM systems and customer success platforms
• Strong communication skills with the ability to influence senior stakeholders

Preferred Qualifications:

• Experience in customer experience (CX) contact center or cloud platform environments
• Familiarity with AI driven customer engagement solutions
• Experience working within global or multi regional customer accounts
• Strong project management capabilities across multiple concurrent initiatives

Benefits That Support You:
We invest in your well-being because when youre at your best so are the experiences you create.

• Comprehensive extended group health coverage
• Generous paid time off including vacation and personal leave
• Retirement savings program with employer RRSP matching up to a prescribed maximum amount
• Family-friendly benefits including parental leave top-up and adoption assistance
• Growth and development opportunities through access to learning resources and internal mobility programs

Exact details of these programs including the conditions for eligibility the amount of the benefit (including caps on benefits and customary pricing details) the length of the paid time off etc. will be provided upon hire and is subject to Genesys policies.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidates experience qualifications skills and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$106400.00 - 139700.00

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 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 heres 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 youll 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 were 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 whats 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.

This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process but every application is reviewed by our Talent Acquisition team looking beyond keywords to focus on your experience and potential.

About Genesys:

Genesys empowers more than 8000 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.

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 2448 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 accommodationsuch as application follow-ups or resume submissionsmay 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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 106400 - 139700