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Sr, Manager Customer Success

Genesys -
Indiana

Apply Now

Job Details

Full-time
$130,500 - $229,500 a year

Benefits

Paid holidays
Health insurance
Dental insurance
Adoption assistance
Work from home
Vision insurance
401(k) matching
Opportunities for advancement
Flexible schedule

Qualifications

Customer relationship building
Bachelor's degree
SaaS platforms
Experience with SaaS (as product category for technical sales engineers)
CRM system proficiency
SaaS
Cross-functional collaboration
Cross-functional team management
Data-driven decision making
Project stakeholder communication
Cross-functional communication
Stakeholder management

Full Job Description

locations

Indiana, USA

time type

Full time

posted on

Posted 6 Days Ago

job requisition id

JR111129

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.

Role Overview:
Shape how Genesys customers achieve measurable business outcomes by leading a high performing Customer Success team responsible for adoption, retention, and long term growth across enterprise relationships. This role directly influences revenue retention and expansion by ensuring customers fully realize the value of AI powered customer experience solutions at scale. At Genesys, we help organizations deliver empathetic, AI driven experiences that transform how they engage with their customers, and this role plays a critical part in making that transformation successful. You will define and scale customer success strategy, influence cross functional execution, and elevate how Genesys partners with customers throughout their lifecycle. This is a leadership role with strong visibility, offering the opportunity to drive strategic impact while building scalable success models in a rapidly evolving SaaS environment.

Key Responsibilities:

Lead, coach, and develop a team of Customer Success Managers to drive customer outcomes, retention, and expansion across enterprise accounts
Establish clear operating models, performance metrics, and success benchmarks aligned with organizational growth objectives
Drive scalable customer success strategies that improve adoption, engagement, and long term value realization
Guide the creation and execution of Customer Success Plans aligned to customer business goals and measurable KPIs
Identify and accelerate expansion opportunities through increased product adoption and deeper customer engagement
Implement proactive risk management strategies that improve customer health and reduce churn across the portfolio
Partner with Sales, Professional Services, and Renewals teams to align on customer strategy and lifecycle execution
Ensure seamless coordination of onboarding, implementation, and ongoing success activities across the customer journey
Build and promote customer advocacy programs that strengthen references, case studies, and brand credibility
Leverage data insights to influence strategic decisions, improve team performance, and optimize customer outcomes

Required Qualifications:

4 or more years of people management experience within SaaS Customer Success environments
8 or more years of experience in Customer Success roles within high growth SaaS organizations
Bachelor’s degree in a technology or business related field
Strong understanding of customer experience platforms and related technologies
Experience with CRM and customer success tools such as Salesforce and Gainsight
Demonstrated ability to translate data insights into strategic business impact
Proven experience influencing cross functional teams and driving alignment across stakeholders
Strong communication, presentation, and stakeholder management skills
Ability to manage complex customer environments with both technical and business considerations

Preferred Qualifications:

Experience leading Customer Success teams supporting enterprise or global accounts
Familiarity with AI driven customer experience platforms and analytics tools
Experience building scalable Customer Success processes and operational frameworks
Ability to thrive in fast paced environments with evolving priorities

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.

$130,500.00 - $229,500.00

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 [email protected].

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.

Apply Now

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Key Responsibilities:

Lead, coach, and develop a team of Customer Success Managers to drive customer outcomes, retention, and expansion across enterprise accounts

Establish clear operating models, performance metrics, and success benchmarks aligned with organizational growth objectives

Drive scalable customer success strategies that improve adoption, engagement, and long term value realization

Guide the creation and execution of Customer Success Plans aligned to customer business goals and measurable KPIs

Identify and accelerate expansion opportunities through increased product adoption and deeper customer engagement

Implement proactive risk management strategies that improve customer health and reduce churn across the portfolio

Partner with Sales, Professional Services, and Renewals teams to align on customer strategy and lifecycle execution

Ensure seamless coordination of onboarding, implementation, and ongoing success activities across the customer journey

Build and promote customer advocacy programs that strengthen references, case studies, and brand credibility

Leverage data insights to influence strategic decisions, improve team performance, and optimize customer outcomes

Required Qualifications:

4 or more years of people management experience within SaaS Customer Success environments

8 or more years of experience in Customer Success roles within high growth SaaS organizations

Bachelor’s degree in a technology or business related field

Strong understanding of customer experience platforms and related technologies

Experience with CRM and customer success tools such as Salesforce and Gainsight

Demonstrated ability to translate data insights into strategic business impact

Proven experience influencing cross functional teams and driving alignment across stakeholders

Strong communication, presentation, and stakeholder management skills

Ability to manage complex customer environments with both technical and business considerations

Preferred Qualifications:

Experience leading Customer Success teams supporting enterprise or global accounts

Familiarity with AI driven customer experience platforms and analytics tools

Experience building scalable Customer Success processes and operational frameworks

Ability to thrive in fast paced environments with evolving priorities

Be the one building what's next - where AI, experience and impact come together.