Manager, Customer Success

Overview

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. Join the team and create the future of customer experience together.

As Manager of Customer Success, you'll lead a team of Customer Success Managers (CSMs) responsible for driving customer adoption, value realization, retention, and growth across our Digital Accounts segment. This role is ideal for a strategic leader who thrives in a digital-first environment, combining automation, AI insights, and scalable success programs with human engagement where it matters most. You will play a critical role in shaping the end-to-end customer journey, partnering closely with cross-functional teams to deliver measurable results and long-term customer loyalty.

The role focuses on leading and developing a high-performing CS team and orchestrating customer journeys and outcomes across digital accounts.

• Team Leadership & Development
  • Lead and mentor a team of CSMs, providing coaching and prioritization for customers.
  • Set clear goals and expectations aligned to measurable business outcomes, including adoption, value realization, retention, and expansion.
  • Conduct regular talent reviews and support career development initiatives.
  • Foster a collaborative, outcome-oriented culture emphasizing customer empathy, strategic thinking, and proactive problem-solving.
  • Standardize and scale customer success practices and motions across the portfolio.
• Portfolio Management & Customer Orchestration
  • Drive customer success strategy, empowering CSMs to orchestrate end-to-end journeys.
  • Coach team to identify opportunities for product adoption and expansion.
  • Proactively monitor customer health and risk, adoption trends, and expansion opportunities using CS tools (e.g., Gainsight, Tableau, Salesforce), aligning team resources to execute associated CS motions to mitigate risk and maximize outcomes.
• Collaboration with Key Stakeholders
  • Build strong partnerships with other team leaders to ensure seamless customer experiences.
  • Collaborate with Renewals team to drive forecasting and retention rates.
  • Collaborate with account teams, including sales and partner teams, to drive adoption, value realization, and expansion.
• Core Competencies
  • Portfolio Management:
    Leverage data and insights to proactively uncover adoption and expansion opportunities.
  • Problem-Solving and Analysis:
    Assess issues, identify root causes, develop solutions, and mitigate risks with an analytical mindset using customer data and insights.
  • Strong Communication and Interpersonal
    
    Skills:
    
    Communicate with clarity, empathy, and purpose with diverse stakeholders.
  • Stakeholder
    
    Collaboration:
    
    Align multiple parties toward common goals to drive outcomes and customer value.
  • Strategic Thinking:
    Understand business challenges and prioritize activities to drive CS goals.

Required Qualifications, Experience, & Education

• Experience leading and managing teams and tracking outcomes.
• Experience in Customer Success Management.
• Leadership that unifies, influences, and inspires cross-functional teams to meet changing customer needs.
• University degree in business management or related field.
• Ability to thrive in dynamic environments.
• Proven track record of managing renewals.

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries vary by candidate experience, qualifications, skills, and location. This role may be eligible for commissions or performance-based bonuses.

$ - $

• 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.

to view a summary overview of our Benefits.

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise to drive customer loyalty, growth and retention while increasing operational efficiency and teamwork. To learn more, visit

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