Note: The job is a remote job and is open to candidates in USA. Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The Senior Customer Success Manager will lead high-visibility programs that drive adoption, retention, and growth, managing a small portfolio of accounts while ensuring data-driven and measurable outcomes across teams.
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
Skills
- 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
- 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
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
Company Overview
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth. It was founded in 1990, and is headquartered in Menlo Park, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.genesys.com.