Senior Customer Success Manager

As a Customer Success Manager at Genesys, you will cultivate lifelong relationships with customers and guide them to achieve their CX vision. You champion adoption of Genesys products and services, aligning them with business outcomes and KPIs. You collaborate across functions to ensure onboarding, adoption, retention, and revenue growth. This role blends strategic guidance with hands-on execution to drive customer success and scale impact. You will work in a fast-moving, collaborative AI-enabled environment that values impact and ownership.

• flexible-first culture
• paid volunteer time
• August Free Fridays
• well-being resources
• education support
• regionally tailored programs

• Manage a portfolio of customers as their main business contact across the CX journey
• Develop Customer Success Plans based on customers' value drivers and KPIs
• Promote adoption of product features and services to achieve business outcomes
• Drive growth through relevant innovation paths and executive reviews
• Coordinate with Onboarding, Professional Services, Renewal Managers, and Sales to ensure value realization and renewal/upsell opportunities
• Prepare territory plans and define account strategies
• Lead internal strategic initiatives and continuous improvement programs
• Assist in driving cross-functional collaboration across customer journey stages

• 6+ years in a technology-related field
• Familiarity with CX to drive a consultative approach
• Strong relationship-building and proactive engagement using digital channels
• Ability to manage multiple actions across accounts
• Excellent interpersonal and communication skills in English and German
• Leadership capable of uniting cross-functional teams
• Experience with productivity tools and CRM systems (e.g., Salesforce, Gainsight)

• relationship-building
• proactive communication
• cross-functional collaboration
• Salesforce
• Gainsight
• PowerPoint