Manager, Customer Success

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. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Summary:

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’ll 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.

Minimum Requirements:

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 for to drive strong 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: Critical for assessing issues, identifying root causes, and developing solutions. Assess escalations and mitigate risks collaboratively to execute corrective action plans. Analytical mindset with experience leveraging customer data and insights to proactively address challenges and improve adoption.

• Strong Communication and Interpersonal Skills: Communicate with clarity, empathy and purpose essential for effectively interacting with diverse stakeholders.

• Stakeholder Collaboration: Experience in aligning multiple parties toward common goals driving outcomes and customer value. Skill in developing strong partnerships with customers and internal teams.

• Strategic Thinking: Ability to understand business challenges and prioritize time and activity to drive toward CS goals.

Desirable Skills:

Required Qualifications, Experience, & Education

• Previous experience in leading and managing teams tracking outcomes.

• Previous Customer Success Management experience.

• Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.

• University degree in business management or related field required.

• Ability to thrive in dynamic environments.

• Proven track record of managing renewals.

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.  

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.

If a Genesys employee referred you, please use the link they sent you to apply.

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].

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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.