Expert Customer Success Manager

About the role

We are looking for an Expert Customer Success Manager to lead the adoption and value realization of Genesys’ AI‑powered CX platform for our enterprise customers. In this senior role you will act as the trusted advisor who helps customers achieve their CX vision and drives long‑term partnership with Genesys.

Key responsibilities

• Own a portfolio of enterprise customers as the primary business contact throughout their CX journey.
• Develop and execute Customer Success Plans aligned with each customer’s business drivers, KPIs and outcomes.
• Guide adoption of Genesys product features and services to meet defined business objectives.
• Conduct regular Executive Business Reviews to monitor progress and adjust strategies.
• Collaborate with Onboarding Specialists, Professional Services, Renewal Managers and Sales to ensure seamless implementation, high renewal rates and cross‑sell/up‑sell opportunities.
• Drive customer advocacy metrics such as Net Promoter Score and generate referenceable customer stories.
• Prepare territory plans and align internal resources to support account strategies.

Required profile

• 10+ years of experience in a technology‑focused role, preferably within customer success or account management.
• Bachelor’s degree in a technology or business discipline.
• Strong understanding of the customer experience (CX) industry and related technologies.
• Familiarity with Genesys solutions or similar AI‑driven CX platforms is a plus.
• COPC certification is a plus.

Required skills

What we offer

• Opportunity to work with cutting‑edge AI‑driven CX technology used by thousands of organizations worldwide.
• Collaborative environment with cross‑functional teams focused on customer impact.
• Competitive compensation and benefits package.