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.
About the Role
As a Senior Customer Success Manager, you will play a key role in enabling enterprise customers to transform their customer experience (CX) through AI-powered Experience Orchestration.
In this strategic and consultative role, you will partner with customers to define and execute their CX transformation journey—leveraging the power of Genesys Cloud CX, AI, and digital innovation to deliver measurable business outcomes. Acting as a trusted advisor, you will guide customers from onboarding to continuous value realization, ensuring they maximize their investment and achieve long-term success with Genesys.
You will collaborate cross-functionally within Genesys to orchestrate the right expertise and resources at every stage of the customer lifecycle—driving adoption, retention, and expansion. By aligning technology capabilities with business objectives, you will help customers deliver experiences that are predictive, personalized, and proactive, redefining what’s possible for customer engagement in the AI era.
What You’ll Be Doing:
Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey
Identify and develop upsell/cross sell opportunities for the Genesys solution portfolio across the allocated customer and Partner base
Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Advisor and customers can achieve mutual success)
Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
Drive customer reference ability and continuously improve customer advocacy
measures (e.g., promoting community sites, planning and managing events for existing customers).
Prepare and deliver account plans to define account strategies and align resources
Team with and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:
Technical Account Manager to ensure that technical support for customer utilization after implementation is provided smoothly.
Professional Services to ensure that implementations progress smoothly to go-live
Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue
Sales to identify cross-sell/up-sell opportunities and drive incremental bookings
We’d Love to Hear From You!
8+ years’ experience in a technology-related field, including consulting and enterprise account management
Bachelor’s Degree in a tech or business-related field
Familiarity with CX (industry and technology) to drive consultative approach to customer interactions a plus
Experience in a call center, BPO, or service provider environment, or direct experience interacting with such organizations as a customer.
A proactive mindset with the ability to take initiative rather than waiting to react to issues.
Excellent ability to build relationships
Ability to manage/multi-task multiple actions across assigned customer base
Excellent interpersonal and presentation skills – both written and verbal
Positive attitude and high willingness to learn
Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers
Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms
Technical aptitude to learn telecom, AI, and our software technologies
Languages: Native/Fluent Japanese and Business level English language proficiency (written and speaking)
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 reasonable.accommodations@genesys.com.
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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.