Senior Executive Customer Success Manager

At Genesys, we empower organizations of all sizes to enhance customer loyalty and drive business outcomes by creating exceptional experiences for their customers and employees. Our AI-powered Experience Orchestration platform, Genesys Cloud, enables organizations to accelerate growth by providing empathetic and personalized experiences at scale. Join our global team of over 6,000 employees who embrace empathy and collaboration to achieve success. While we offer competitive benefits similar to larger tech companies, we also give our employees the autonomy to make a meaningful impact and take ownership of their work. Be part of our mission to create the future of customer experience. Bring your expertise in customer success to Genesys We're searching for a passionate Senior Executive Customer Success Manager who will help our largest and most complex enterprise customers transform their connections with customers and employees. This strategic, high-impact individual contributor role focuses on guiding clients toward measurable success with Genesys Cloud CX. If you excel at partnering with executive stakeholders, driving adoption, and delivering tangible business outcomes, we invite you to apply. Key Responsibilities: Act as a Trusted Advisor Bring a strong executive presence and the ability to operate credibly at the C-suite level while managing complex delivery programs. Work with C-level stakeholders to build strong, trust-based relationships through regular, clear communication tailored to their strategic priorities. Understand their business goals deeply and position yourself as a trusted advisor, offering insights that align with their long-term vision. Drive Value and Outcomes Develop and implement success plans that assist customers in achieving measurable ROI and realizing the full potential of Genesys Cloud CX and AI capabilities. Lead Executive Engagements Conduct compelling executive business reviews, sharing insights, benchmarks, and recommendations that connect technology performance to strategic business impacts. Collaborate Across Genesys Partner closely with the Genesys Senior Account Executive to jointly drive customer success. Orchestrate cross-functional delivery and success teams, including Customer Success Managers, Technical Account Managers, Professional Services, and Consultants. Oversee the end-to-end customer lifecycle—from onboarding to transformation—while fostering AI adoption, innovation, and revenue expansion. Ensure Retention and Growth Proactively anticipate risks, address challenges early, and collaborate with Account Executives to champion renewals and expansions. Be the Voice of the Customer Advocate for customer needs internally, influencing roadmaps and driving innovation across Genesys. Minimum Requirements & Desirable Skills: 12+ years of experience in Customer Success, Account Management, or Strategic Consulting, managing enterprise or global accounts. Deep understanding of SaaS, cloud, or CX/contact center technologies. Proven ability to build and influence relationships with C-level executives and senior stakeholders. Strong business acumen, linking technology investments to business value. Excellent communication, storytelling, and executive presentation skills. A proactive, self-starter attitude with a bias for action and collaboration. Bachelor's degree, MBA, or equivalent experience preferred. Why You'll Love Working at Genesys Join a global leader in Experience as a Service, shaping the future of customer engagement. Collaborate with innovative teams that combine AI, analytics, and empathy to drive transformation. Make an impact on renowned brands worldwide. Thrive in a culture built on trust, inclusion, and growth. At Genesys, we believe that every customer experience can be extraordinary, and that begins with the people behind it. Compensation: This role offers market-competitive compensation, with an anticipated base salary range of $161,800.00 to $300,600.00. Actual salaries will vary based on experience, qualifications, skills, and location. This role may also be eligible for commission or performance-based bonuses. Benefits: Medical, Dental, and Vision Insurance. Telehealth coverage. Flexible work schedules and remote work opportunities. Opportunities for development and career growth. Open Time Off along with 10 paid holidays. 401(k) matching program. Adoption Assistance. Fertility treatments. This position is based in a company that empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. If you require reasonable accommodation to complete the application process, please reach out. Genesys is an equal opportunity employer committed to a fair workplace.