Senior Customer Success Manager

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. You will partner closely with senior stakeholders to guide transformation initiatives, ensuring customers realize measurable value from their investment while strengthening long‑term partnerships.

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

Bachelor’s 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

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

Compensation $106,400.00 - 139,700.00

Equal Employment Opportunity 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.

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