Genesys
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. Job Title: Customer Success Manager Position Purpose As a Customer Success Manager (CSM) supporting our digital-first model, you will orchestrate end-to-end customer experiences prioritizing activities to proactively support adoption, retention, and expansion of Genesys Cloud. In this role, you will focus on prioritizing touchpoints based on impact for business outcomes. CSM will step in at key moments to amplify outcomes and accelerate time-to-value. You will take a programmatic approach, leveraging the digital toolset, intelligent insights, and partnering with Genesys teams to drive AI-powered experience orchestration for our digital customers. Responsibilities / Job Duties Digital Success Orchestration + Leverage digital engagement channels and the digital toolset to scale personalized interactions with customers. + Orchestrate the end-to-end customer experience, guiding customers toward AI-driven self-service resources for day-to-day support while engaging directly for critical milestones, organizational alignment, and value realization. Programmatic Value Realization, Retention, and Growth + Engage with customers to drive adoption, retention, and growth through repeatable motions based on systematic notifications & programmatic prioritization. + Identify and define opportunities to drive pipeline expansion (incl. PS, Genesys education, etc.) and digital & AI adoption. Cross-Functional Collaboration + Partner with internal experts across Sales, Product, Renewals, Payment Solutions, Education, and Partners to coordinate resolution and value paths and ensure consistent customer outcomes. + Take ownership of digital customer engagement, ensuring all inquiries and digital success motions are resolved with speed and quality. + Provide actionable feedback to CS Ops AI Operations to enhance the digital toolset including digital assistant model and engagement prompts. Required Qualifications Customer-first mindset with a proactive, solution-oriented approach. Strong verbal and written communication skills. Effective problem-solving and analytical skills with a willingness to learn. Experience with systems or tools including Genesys Cloud, Salesforce, and Gainsight. Ability to work independently while orchestrating cross-functional efforts. Experience in B2B environment involving Partners and partner-led customer relationships Cloud SaaS product knowledge and AI literacy University Degree in technology or business-related field, or equivalent experience. 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® 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 and Sustainability Report. 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. 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. 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. 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.
Genesys
