Role overview

Qualifications

5 to 8 or more years of experience in Customer Success, Program Management, or related SaaS roles
Strong analytical background with experience interpreting data and driving insights from customer and program metrics
Proven ability to influence without direct authority and drive alignment across teams
Experience managing customer relationships within a SaaS or cloud-based environment

Responsibilities

Lead and operationalize Customer Success programs, including adoption campaigns and customer engagement initiatives
Analyze program performance and customer data to identify trends, risks, and opportunities
Establish and standardize success metrics, definitions, and reporting for the Customer Success team
Manage a focused portfolio of 3 to 4 medium-touch customer accounts, driving adoption, retention, and value realization

Key facts

Remote from: Florida (USA), Georgia (USA), Indiana (USA), Kentucky (USA), Massachusetts (USA), North Carolina (USA), South Carolina (USA), Tennessee (USA), Vermont (USA), Virginia (USA), West Virginia (USA)
Full time
Senior (5-10 years)
Customer Success Manager (CSM)
English

Hard skills

Customer Success Management Software As A Service (SaaS) Cross-Functional Collaboration Customer Relationship Management Salesforce Gainsight Data Visualization Tableau (Business Intelligence Software) CyberX Social Influences

Other skills

Program Management
Analytical Skills
Microsoft Excel
Communication
Teamwork

About the company

Genesys

Computer Software / SaaS

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Genesys recruiters will never ask for sensitive personal or financial information during the application phase. Initial inquiries might come through LinkedIn, but all communication thereafter is through an official Genesys portal. Continue to stay alert and safe.

Company details

Company typeXLarge

IndustryComputer Software / SaaS

Company size5001 - 10000

Links

Website LinkedIn See all jobs

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Job description

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.

Senior Customer Success Manager
United States

Role Overview:
Shape and scale how Customer Success delivers impact by leading high-visibility programs that drive adoption, retention, and growth across the organization. This role is designed for someone who thrives at the intersection of strategy, data, and execution, owning key initiatives that influence how Customer Success operates at scale while maintaining direct engagement with a focused set of customers.

At Genesys, we are transforming the customer experience landscape through empathy, AI innovation, and global impact. In this role, you will take ownership of critical Customer Success programs, ensuring they are data-driven, measurable, and consistently executed across teams. You will partner closely with leadership to operationalize strategic initiatives, bringing structure, clarity, and insight into how customer outcomes are achieved and scaled.

Alongside program leadership, you will manage a small portfolio of accounts, applying best practices and insights from your program work to drive meaningful customer outcomes. This position offers strong visibility and the opportunity to influence both customer-level success and organization-wide performance.

Key Responsibilities:

Lead and operationalize Customer Success programs, including adoption campaigns, customer engagement initiatives, and product enablement efforts across the organization
Analyze program performance and customer data to identify trends, risks, and opportunities, driving continuous improvement and measurable impact
Establish and standardize success metrics, definitions, and reporting to ensure consistency and accountability across the Customer Success team
Partner with leadership to execute strategic initiatives such as GPR activities, Copilot programs, and CS-sourced opportunity tracking
Act as a central resource for program governance, ensuring alignment, execution consistency, and visibility into outcomes across teams
Influence cross-functional stakeholders to adopt best practices and align on program execution and data integrity
Support enablement efforts by translating insights into scalable processes, tools, and recommendations for the broader organization
Manage a focused portfolio of 3 to 4 medium-touch customer accounts, driving adoption, retention, and value realization
Build trusted relationships with customer stakeholders to support long-term success and platform adoption
Align closely with Professional Services and Sales teams to ensure coordinated execution and opportunity alignment

Required Qualifications:

5 to 8 or more years of experience in Customer Success, Program Management, or related SaaS roles
Strong analytical background with experience interpreting data and driving insights from customer and program metrics
Experience leading or supporting cross-functional programs, initiatives, or operational improvements
Proven ability to influence without direct authority and drive alignment across teams
Experience managing customer relationships within a SaaS or cloud-based environment
Proficiency with tools such as Salesforce, Gainsight, and Excel or similar data analysis platforms
Ability to balance program ownership with customer-facing responsibilities
Strong communication skills with the ability to present insights to both peers and leadership

Preferred Qualifications:

Experience with data visualization tools such as Tableau
Background in Customer Success operations, enablement, or strategic programs
Familiarity with CX, CCaaS, or enterprise SaaS platforms
Experience aligning Customer Success with Professional Services and revenue teams
Demonstrated ability to scale processes and improve performance through data-driven initiatives

Compensation:

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

$104,000.00 - $183,000.00

Benefits:

Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments

Click here to view a summary overview of our Benefits.

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.