Genesys Cloud Services, Inc.
Executive Customer Success Manager
Genesys Cloud Services, Inc., Salt Lake City, Utah, United States, 84193
Overview
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.
Bring your passion for customer success to Genesys
At Genesys, we're reimagining what's possible in customer and employee experience. Our cloud, AI, and digital orchestration solutions help organizations in more than 100 countries deliver the kind of service that builds trust, loyalty, and lasting relationships.
We're looking for an Executive Customer Success Manager (CSM) who's passionate about helping customers transform the way they connect with their customers and employees. This is a strategic, high-impact individual contributor role focused on guiding our largest and most complex enterprise customers toward measurable success with Genesys Cloud CX.
If you love partnering with executive stakeholders, driving adoption, and delivering tangible business outcomes - we'd love to meet you.
Responsibilities
Be a Trusted Advisor
— Strong executive presence with proven ability to operate credibly at the C-suite level while managing complex delivery programs. Build strong, trust-based relationships with C-level stakeholders. Communicate clearly and tailor discussions to strategic priorities, aligning Genesys Cloud CX capabilities with the customer’s long-term vision.
Drive Value and Outcomes
— Create and execute success plans that help customers achieve measurable ROI and realize the full potential of Genesys Cloud CX and AI capabilities.
Lead Executive Engagements
— Deliver compelling executive business reviews, sharing insights, benchmarks, and recommendations that connect technology performance to strategic impact.
Collaborate Across Genesys
— Work with the Genesys Senior Account Executive to drive success across the customer account. Orchestrate cross-functional delivery and success teams including CSMs, TAMs, Professional Services, and Consultants. The Senior Director manages the end-to-end customer lifecycle—from onboarding through transformation—while driving AI adoption, innovation, and revenue expansion.
Ensure Retention and Growth
— Anticipate risks, address challenges early, and champion renewals and expansions in partnership with Account Executives.
Be the Voice of the Customer
— Advocate for customer needs internally, influencing roadmaps and innovation across Genesys.
Qualifications
What You'll Bring
12+ years of experience in Customer Success, Account Management, or Strategic Consulting, managing enterprise or global accounts
Deep understanding of SaaS, cloud, or CX/contact center technologies
Proven success building and influencing relationships with C-level executives and senior stakeholders
Strong business acumen and the ability to link technology investments to business value
Excellent communication, storytelling, and executive presentation skills
A proactive, self-starter attitude with a bias for action and collaboration
Bachelor's degree, MBA, or equivalent experience preferred
Why You'll Love Working at Genesys
You'll join a global leader in Experience as a Service, shaping the future of customer engagement
You'll work with innovative teams that blend AI, analytics, and empathy to drive transformation
You'll make an impact on some of the world's most recognized brands
You'll enjoy a culture built on trust, inclusion, and growth
At Genesys, we believe that every customer experience can be made extraordinary - and that starts with the people behind it.
Compensation and Benefits 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.
$161,800.00 - $300,600.00
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 to view a summary overview of our Benefits.
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. 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, you may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24-48 hours. If you have questions, please include them in your email.
Equal Opportunity
- 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 service, veteran status, or other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
#J-18808-Ljbffr
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.
Bring your passion for customer success to Genesys
At Genesys, we're reimagining what's possible in customer and employee experience. Our cloud, AI, and digital orchestration solutions help organizations in more than 100 countries deliver the kind of service that builds trust, loyalty, and lasting relationships.
We're looking for an Executive Customer Success Manager (CSM) who's passionate about helping customers transform the way they connect with their customers and employees. This is a strategic, high-impact individual contributor role focused on guiding our largest and most complex enterprise customers toward measurable success with Genesys Cloud CX.
If you love partnering with executive stakeholders, driving adoption, and delivering tangible business outcomes - we'd love to meet you.
Responsibilities
Be a Trusted Advisor
— Strong executive presence with proven ability to operate credibly at the C-suite level while managing complex delivery programs. Build strong, trust-based relationships with C-level stakeholders. Communicate clearly and tailor discussions to strategic priorities, aligning Genesys Cloud CX capabilities with the customer’s long-term vision.
Drive Value and Outcomes
— Create and execute success plans that help customers achieve measurable ROI and realize the full potential of Genesys Cloud CX and AI capabilities.
Lead Executive Engagements
— Deliver compelling executive business reviews, sharing insights, benchmarks, and recommendations that connect technology performance to strategic impact.
Collaborate Across Genesys
— Work with the Genesys Senior Account Executive to drive success across the customer account. Orchestrate cross-functional delivery and success teams including CSMs, TAMs, Professional Services, and Consultants. The Senior Director manages the end-to-end customer lifecycle—from onboarding through transformation—while driving AI adoption, innovation, and revenue expansion.
Ensure Retention and Growth
— Anticipate risks, address challenges early, and champion renewals and expansions in partnership with Account Executives.
Be the Voice of the Customer
— Advocate for customer needs internally, influencing roadmaps and innovation across Genesys.
Qualifications
What You'll Bring
12+ years of experience in Customer Success, Account Management, or Strategic Consulting, managing enterprise or global accounts
Deep understanding of SaaS, cloud, or CX/contact center technologies
Proven success building and influencing relationships with C-level executives and senior stakeholders
Strong business acumen and the ability to link technology investments to business value
Excellent communication, storytelling, and executive presentation skills
A proactive, self-starter attitude with a bias for action and collaboration
Bachelor's degree, MBA, or equivalent experience preferred
Why You'll Love Working at Genesys
You'll join a global leader in Experience as a Service, shaping the future of customer engagement
You'll work with innovative teams that blend AI, analytics, and empathy to drive transformation
You'll make an impact on some of the world's most recognized brands
You'll enjoy a culture built on trust, inclusion, and growth
At Genesys, we believe that every customer experience can be made extraordinary - and that starts with the people behind it.
Compensation and Benefits 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.
$161,800.00 - $300,600.00
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 to view a summary overview of our Benefits.
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. 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, you may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24-48 hours. If you have questions, please include them in your email.
Equal Opportunity
- 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 service, veteran status, or other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
#J-18808-Ljbffr