Genesys

Senior Customer Success Manager

Genesys

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • 🇦🇺 Australia

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Job Level

Senior

Tech Stack

Cloud

About the role

  • Serve as a strategic business partner to executive stakeholders, aligning Genesys solutions to each customer’s enterprise transformation objectives and quantifiable business outcomes
  • Lead the development of multi-year CX transformation roadmaps , collaborating with customers to define business value frameworks, success metrics, and strategic priorities
  • Conduct executive-level business reviews (QBRs/EBRs), providing strategic insights, performance analysis, and data-driven recommendations for continued innovation and growth
  • Act as a trusted advisor in shaping customers’ CX strategy — including digital transformation, AI adoption, automation, and omnichannel engagement — to achieve operational excellence and customer-centric differentiation
  • Orchestrate internal and cross-functional alignment across Professional Services, Sales, Product, and Renewals to ensure seamless delivery, high retention, and account growth
  • Drive adoption and growth through orchestrating AI experiences – through guidance on the Genesys Cloud Platform
  • Own the strategic account plan , identifying and executing on adoption and expansion opportunities through value positioning
  • Drive value realization and ROI measurement , ensuring customers achieve measurable impact from their Genesys investments (e.g., revenue growth, cost efficiency, NPS improvement)
  • Act as a business consultant internally and externally — contributing to strategic account governance, customer advisory boards, and internal transformation initiatives
  • Represent the customer voice within Genesys to influence product roadmap and go-to-market innovation

Requirements

  • 10+ years of experience in enterprise customer success, strategic consulting, or business transformation roles within technology or SaaS organisations
  • Demonstrated success managing complex enterprise relationships valued at $1M+ per year , with measurable impact on retention, expansion, and customer satisfaction
  • Deep expertise in consultative selling and value-based engagement , including executive facilitation, business case development, and financial impact analysis
  • Proven track record of influencing senior stakeholders (CIO, COO, CCO, CMO) through thought leadership, data-driven insights, and strategic storytelling
  • Strong understanding of customer experience transformation , digital channels, automation, and AI technologies
  • Analytical and commercially astute , with the ability to connect strategic vision to business metrics and ROI outcomes
  • Experience in advising and delivering AI and Digital solutions
  • Exceptional communication, presentation, and executive engagement skills, with a confident, boardroom-ready presence
  • Experience using Salesforce, Gainsight , and other customer success or CRM platforms to manage account health and strategy execution
  • Bachelor’s degree in Business, Technology, or related field (MBA or consulting background highly advantageous)
Benefits
  • great benefits and perks like larger tech companies
  • independence to make a larger impact on the company and take ownership of their work

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
enterprise customer successstrategic consultingbusiness transformationconsultative sellingvalue-based engagementfinancial impact analysiscustomer experience transformationAI technologiesdigital solutionsROI measurement
Soft skills
strategic insightsexecutive engagementcommunicationpresentationanalyticalcommercially astuteinfluencing senior stakeholdersstrategic storytellingcollaborationtrusted advisor
Certifications
Bachelor’s degree in BusinessBachelor’s degree in TechnologyMBA