Sr Customer Success Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

This job description is a template for job requisitions please make sure to update according to the position you are hiring for

• Job Description Summary
  Positions in this job family specialize in using deep industry and business process to increase Genesys product adoption and utilization.
  Activities include:
  - Identifying and supporting client satisfaction and retention activities as well as opportunities for additional revenue through upselling and cross-selling;
  - Handling escalations and coordinating across other functional areas to ensure customer needs are met;
  - Building post-sales relationships with customers to drive and increase adoption and utilization of products and services;
  - Supporting customers to define product / services KPIs expected of customer team;
  - Monitoring customer success in using Genesyss products / services; Providing access to technical leadership for client escalations.
  Expectations for this job profile are typically as follows:
  
  - Exhibit a wide range of professional knowledge and experience used to achieve operational targets within their specific function.
  
  - Determine methods and procedures to solve complex problems drawing from prior experience.
  
  - Influence colleagues within and outside their business function regarding policies and practices of the larger organization.
  
  - Provide guidance to junior colleagues and manages major and complex projects delegating work to ensure goals are met.
• Job Description

  Job Description

  Customer Success Manager

  About Genesys

  Genesys orchestrates billions of customer experiences annually for organizations across 100 countries. Through our cloud digital and AI technologies we enable organizations to deliver Experience as a Service - creating empathetic customer experiences at scale. Our platform powers proactive predictive and personalized experiences across marketing sales and service channels while improving employee productivity and engagement.

  Position Purpose

  We are seeking a collaborative Customer Success Manager to drive customer value realization and foster strong partnerships across our organization. The ideal candidate will understand customer experience (CX) fundamentals while expertly orchestrating internal resources to ensure customer success.

  Key Responsibilities

  • Lead a portfolio of strategic accounts serving as the primary point of contact and trusted advisor.
  • Orchestrate seamless collaboration between Professional Services Support Product and Sales teams.
  • Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities.
  • Develop and execute customer success plans aligned with clients business objectives.
  • Proactively identify and coordinate resolution of customer needs through cross-functional partnerships
  • Monitor customer health metrics and drive adoption of solutions Manage a portfolio of enterprise customers as their primary business point of contact providing high-touch engagement throughout their CX journey.

  Required Qualifications

  Experience & Education

  • Multi-lingual (English & French at minimum)
  • 4 years of Customer Success Management experience.
  • Bachelors degree in business management or related field required.
  • Proven track record of managing enterprise customer relationships.
  • Strong business acumen with demonstrated ability to understand customer objectives.
  • Excellence in cross-functional collaboration and stakeholder management.
  • Experience preparing and delivering executive-level presentations.
  • Proficiency with CRM systems and customer success platforms.

  Key Competencies

  • Collaborative Leadership: Excellence in unifying diverse teams to achieve customer outcomes.
  • Strategic Thinking: Ability to understand business challenges and coordinate appropriate solutions.
  • Relationship Building: Skill in developing strong partnerships with customers and internal teams.
  • Business Acumen: Understanding of business metrics and value drivers.
  • Project Management: Capability to manage multiple concurrent initiatives.
  • Communication: Outstanding written and verbal skills with ability to present to senior stakeholders.
  • Stakeholder Management: Experience in aligning multiple parties toward common goals.

  Success Metrics

  • Customer satisfaction and retention rates
  • Quality of cross-functional collaboration
  • Effectiveness of Quarterly Business Reviews
  • Product adoption and feature utilization
  • Customer advocacy and reference ability

  Customer Focus

  • Extremely strong customer-facing skills
  • Proactive mindset with strong follow-through
  • Ability to translate complex technical concepts into business value.
  • Experience driving customer advocacy and satisfaction.

  Additional Requirements

  • Travel: Less than 30%

  Our Commitment to Inclusion

  Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills experience and potential to contribute to our team regardless of background. We welcome applicants of all races colors ages religions sexes sexual orientations gender identities/expressions marital statuses national origins disabilities and military/veteran statuses.

  Accommodations

  We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process please visit our Reasonable Accommodations Form for assistance.

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic personalized experience at scale. As the trusted platform that is born in the cloud Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time while driving stronger workforce engagement efficiency and operational improvements. 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.