# Senior Customer Success Manager Remote from[USA](https://jobicy.com/job-region/usa.md)Salary, yearly, USD 104,000 - 183,000Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted7 Jul 2026Apply before7 Aug 2026Experience level Senior Views / Applies 34 / 3 [About company](https://jobicy.com/company/genesys.md) * Share About [Genesys](https://jobicy.com/company/genesys.md) The world's #1 customer experience platform. [Computer Software](https://jobicy.com/company-category/software.md) * 1990 Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary Genesys is seeking a Senior Customer Success Manager to drive enterprise transformation by partnering with global organizations to deliver AI-powered customer experiences. This role involves owning strategic relationships with C-level executives, developing multi-year roadmaps, and aligning Genesys Cloud capabilities with business outcomes like revenue growth and customer loyalty. The ideal candidate has 8+ years of experience in enterprise customer success or consulting, with a proven ability to manage complex accounts and influence senior stakeholders. This position offers a competitive salary and benefits, with opportunities to shape product innovation and go-to-market strategy. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight This role requires 8+ years of experience, managing complex enterprise accounts with contract values exceeding $1M, and influencing C-level executives, making it highly challenging. ### Salary Analysis Median Market Rate USD143,500US Market USD90k – 200k 0 USD220k AI Insight The offered salary range of $104,000 - $183,000 is competitive for a Senior Customer Success Manager, aligning with market medians. However, actual compensation may vary based on location and experience. ### Core Skills Required [Customer Success](https://jobicy.com/jobs?search_keywords=Customer+Success.md) [Enterprise Account Management](https://jobicy.com/jobs?search_keywords=Enterprise+Account+Management.md) [AI Adoption](https://jobicy.com/jobs?search_keywords=AI+Adoption.md) [Customer Experience Transformation](https://jobicy.com/jobs?search_keywords=Customer+Experience+Transformation.md) [Strategic Advisory](https://jobicy.com/jobs?search_keywords=Strategic+Advisory.md) [Executive Influence](https://jobicy.com/jobs?search_keywords=Executive+Influence.md) [Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Crossfunctional+Collaboration.md) [SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md) [Business Value Analysis](https://jobicy.com/jobs?search_keywords=Business+Value+Analysis.md) [Gainsight](https://jobicy.com/jobs?search_keywords=Gainsight.md) ### Cover Letter Sample Dear Hiring Manager, I am excited to apply for the Senior Customer Success Manager position at Genesys. With over 8 years of experience in enterprise customer success and a proven track record of driving AI-powered transformations, I have successfully managed strategic relationships with global organizations. My background in consulting and deep understanding of customer experience orchestration align perfectly with Genesys's mission. I am eager to bring my expertise in executive advisory and value realization to help shape the future of AI-driven engagement. Copy ### Sample Interview Questions Describe a time you turned around a struggling customer relationship.In my previous role, I identified a key enterprise customer at risk due to low adoption. I conducted a deep dive into their usage patterns, developed a tailored success plan, and engaged executive sponsors. Within six months, we doubled their platform usage and expanded the contract.How do you measure and communicate ROI to C-level executives?I create value frameworks linking product usage to business outcomes like cost savings and revenue. I use data from Gainsight and Salesforce to build dashboards that show clear impact.How have you influenced product strategy based on customer feedback?I established a customer advisory board and regularly share insights with product teams. For example, customer feedback led to a major feature enhancement that reduced onboarding time by 30%.Tell me about a time you managed a complex multi-stakeholder enterprise account.I managed a $5M account with stakeholders across IT, Marketing, and Operations. I facilitated quarterly business reviews and created a shared roadmap that aligned each department's goals, resulting in 95% retention.What is your approach to driving AI adoption in customer success?I start with identifying high-impact use cases like chatbots for self-service. I partner with the customer's innovation team to pilot, then measure success metrics like reduced handle time and improved CSAT before scaling. Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Role Overview: Drive enterprise transformation by partnering with global organizations to turn customer experience into a measurable growth engine. This role influences how leading brands design, orchestrate, and scale AI-powered customer journeys using Genesys Cloud. You will own strategic relationships with senior executives, aligning technology adoption with business outcomes such as revenue growth, cost efficiency, and customer loyalty. At Genesys, you help organizations deliver more human, empathetic experiences at scale while shaping the future of AI-driven engagement. This position offers direct exposure to enterprise strategy, platform innovation, and executive decision-making, creating a clear path for expanded leadership impact. Key Responsibilities: * Own end-to-end strategic relationships with enterprise customers, aligning Genesys Cloud capabilities to business transformation goals and measurable outcomes * Lead development of multi-year customer experience roadmaps that improve revenue performance, operational efficiency, and customer satisfaction metrics * Deliver executive business reviews that provide data-driven insights, performance analysis, and forward-looking recommendations * Influence customer strategy across AI adoption, automation, and omnichannel engagement to drive scalable and differentiated experiences * Drive platform adoption and expansion by identifying high-impact use cases and aligning them to business value outcomes * Orchestrate cross-functional collaboration across Sales, Product, Professional Services, and Renewals to ensure seamless delivery and growth * Establish and execute strategic account plans that increase retention, expansion, and long-term customer value * Measure and communicate ROI by linking Genesys solutions to tangible business results such as cost reduction, NPS improvement, and revenue growth * Represent the customer voice internally to shape product innovation and go-to-market strategy Required Qualifications: * 8+ years of experience in enterprise customer success, management consulting, or business transformation within SaaS or technology environments * Demonstrated success managing complex enterprise accounts with annual contract values exceeding $1M * Proven ability to influence executive stakeholders such as CIO, COO, CMO, or CCO through strategic advisory and data-driven storytelling * Strong background in customer experience transformation, digital channels, AI, and automation technologies * Experience developing business cases, value frameworks, and financial impact analyses * Commercial acumen with the ability to connect technology investments to measurable business outcomes * Experience working with CRM and customer success platforms such as Salesforce and Gainsight * Bachelor’s degree in Business, Technology, or a related field Preferred Qualifications: * MBA or background in top-tier consulting environments * Experience advising on AI-driven customer experience solutions at enterprise scale * Strong executive presence with advanced presentation and facilitation skills * 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. $104,000.00 – $183,000.00 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](https://sway.cloud.microsoft/5WCGvGujnvx4T6JZ?ref=Link) to view a summary overview of our Benefits. Working at Genesys * AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. * A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. * Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. * Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. * Recognized globally – Genesys is [Great Place to Work®](https://www.genesys.com/company/newsroom/announcements/genesys-earns-2025-great-place-to-work-certification-across-17-countries) certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our [Careers site](https://www.genesys.com/company/careers) and [Sustainability Report.](https://www.genesys.com/company/sustainability) What Happens After You Apply After you apply, here’s what you can typically expect: * Our Talent Acquisition team reviews your application with the hiring team. * A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
 * Next, you’ll meet the hiring manager and other members of the interview team. * We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases. * After interviews are complete, our team will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process. Stay Connected Stay connected to learn more about how we’re applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. [Get notified about relevant opportunities](https://crm.findemtalent.com/community/signup/6a1f4a6b112dd9c4c13a8f90). ## Be the one building what’s next – where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. 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](http://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](mailto:reasonable.accommodations@genesys.com?subject=Request%20for%20Reasonable%20Accommodation&body=Hello%2C%20%0A%0AI%20would%20like%20to%20request%20a%20reasonable%20accommodation.%20Please%20see%20the%20information%20below%3A%20%0A%20%0AFirst%20Name%20%28Required%29%3A%0A%20%0ALast%20Name%20%28Required%29%3A%0A%20%0AEmail%20Address%20%28Required%29%3A%0A%20%0APhone%2FTTY%20Number%3A%0A%20%0APreferred%20Method%20of%20Contact%3A%20%28Required%29%3A%0A%20%0ACountry%20of%20Residence%3A%20%28Required%29%3A%0A%20%0AIs%20the%20request%20related%20to%20COVID-19%3F%20%28Required%29%3A%0A%20%0AIs%20the%20request%20related%20to%20a%20firmly%20held%20religious%20belief%3F%20%28Required%29%3A%0A%20%0AIs%20your%20reasonable%20accommodation%20request%20time%20sensitive%3F%20%28Required%29%3A%0A%20%0AWhat%20specific%20reasonable%20accommodation%28s%29%20or%20modification%28s%29%20are%20you%20requesting%3F%20%28Required%29%3A%20%20%0A%0AWhat%2C%20if%20any%2C%20job%20functions%20are%20you%20having%20difficulty%20performing%3F%20%E2%80%8B%20%28Required%29%3A%0A%20%0AIf%20you%20are%20requesting%20a%20specific%20reasonable%20accommodation%2C%20how%20will%20that%20accommodation%20assist%20you%3F%20%28Required%29%3A). You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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. Show more [Apply now >](https://jobicy.com/jobs/148939-senior-customer-success-manager.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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