Role Overview
Shape the long-term success of Genesys customers by helping them turn their customer experience vision into measurable business value. As an Expert Customer Success Manager, you will own strategic customer relationships across the post-sales journey, connecting business priorities with the adoption and effective use of Genesys solutions.
Serve as a trusted advisor and customer advocate, guiding organizations toward stronger adoption, retention, customer satisfaction, and growth. You will translate customer value drivers, success criteria, and KPIs into actionable Customer Success Plans, while influencing strategy across Sales, Professional Services, Product Support, Renewals, and other teams involved in the customer journey.
Partner with senior customer stakeholders and Genesys leaders to identify risks, remove barriers, surface expansion opportunities, and maintain alignment on strategic outcomes. Your work will help customers maximize the value of their Genesys investment while creating more effective experiences for the people they serve.
This role offers visibility across enterprise customer initiatives and the opportunity to influence how Genesys evolves its Customer Success practices. You will also contribute thought leadership, mentorship, and strategic initiatives that strengthen the broader Customer Success organization.
Key Responsibilities
•Own a portfolio of customer relationships as the primary business point of contact, driving measurable progress throughout each customer's CX journey
•Develop Customer Success Plans that connect customer business value drivers, success criteria, and KPIs with clear adoption strategies and mutually accountable actions
•Drive adoption and utilization of Genesys products, features, functionality, and services to help customers maximize the value of their technology investment
•Identify customer satisfaction, retention, upsell, and cross-sell opportunities that strengthen relationships and support recurring revenue growth
•Lead Executive Business Reviews with senior customer stakeholders to evaluate progress, align priorities, address risks, and advance stated business objectives
•Influence strategy across Sales, Professional Services, Renewals, Onboarding, Product Support, and other functions to create a coordinated customer experience
•Drive alignment with Onboarding Specialists to accelerate time to value and help new customers establish a strong foundation for successful adoption
•Partner with Professional Services to support smooth implementations and successful progression toward go-live
•Collaborate with Renewal Managers to strengthen forecasting, retention, and recurring revenue growth
•Partner with Sales to identify expansion opportunities and support incremental bookings through relevant customer value propositions
•Coordinate customer needs with Product Support Escalation Managers and other functional teams, ensuring escalations receive appropriate visibility and follow-through
•Translate gaps in the Product Support experience into actionable feedback that supports continuous improvement of the customer experience
•Promote continuous customer growth by connecting business priorities with relevant Genesys innovation, product capabilities, and technical leadership
•Develop territory and account strategies that align internal resources with customer priorities, risks, growth potential, and desired business outcomes
•Drive customer advocacy improvements by monitoring customer success, identifying emerging needs, and strengthening engagement throughout the customer lifecycle
•Lead strategic internal initiatives and continuous improvement programs that strengthen Customer Success practices and organizational effectiveness
•Mentor Customer Success Managers earlier in their careers and contribute to the continued development of systematic mentorship programs
Required Qualifications
•8+ years of experience in a technology-related field, with demonstrated depth in customer-facing, Customer Success, or comparable strategic account environments
•Bachelor's degree in a technology-related or business-related field
•Strong understanding of customer experience technologies and industry practices, with the ability to bring a consultative perspective to customer interactions
•Demonstrated success building trusted relationships and proactively engaging customers through digital and direct communication channels
•Experience translating strategic goals established by functional leadership into operational plans with influence beyond the immediate organizational team
•Strong conceptual thinking and judgment when addressing significant, complex customer or organizational issues
•Proven ability to build networks with senior leaders and individual contributors while providing thought leadership within an area of expertise
•Experience leading strategically important initiatives and supporting effective change management and transformational change
•Demonstrated capability to mentor Customer Success professionals and contribute to the evolution of structured mentorship programs
•Strong organizational skills with the ability to manage multiple priorities and actions across an assigned customer portfolio
•Excellent interpersonal, presentation, written, and verbal communication skills
•Leadership capability that builds alignment, influences stakeholders, and inspires cross-functional teams to respond to evolving customer needs
Preferred Qualifications
•Experience with CRM and Customer Success platforms such as Salesforce and Gainsight
•Strong proficiency with productivity tools including Microsoft PowerPoint, Excel, and Word
•Familiarity with online communities, social media platforms, and digital customer engagement practices
•Demonstrated curiosity, adaptability, and commitment to continuous learning in evolving customer experience and technology environments
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.
