[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The Senior Customer Success Manager will lead high-visibility programs that drive adoption, retention, and growth, managing a small portfolio of accounts while ensuring data-driven and measurable outcomes across teams.ResponsibilitiesLead and operationalize Customer Success programs, including adoption campaigns, customer engagement initiatives, and product enablement efforts across the organizationAnalyze program performance and customer data to identify trends, risks, and opportunities, driving continuous improvement and measurable impactEstablish and standardize success metrics, definitions, and reporting to ensure consistency and accountability across the Customer Success teamPartner with leadership to execute strategic initiatives such as GPR activities, Copilot programs, and CS-sourced opportunity trackingAct as a central resource for program governance, ensuring alignment, execution consistency, and visibility into outcomes across teamsInfluence cross-functional stakeholders to adopt best practices and align on program execution and data integritySupport enablement efforts by translating insights into scalable processes, tools, and recommendations for the broader organizationManage a focused portfolio of 3 to 4 medium-touch customer accounts, driving adoption, retention, and value realizationBuild trusted relationships with customer stakeholders to support long-term success and platform adoptionAlign closely with Professional Services and Sales teams to ensure coordinated execution and opportunity alignmentSkills5 to 8 or more years of experience in Customer Success, Program Management, or related SaaS rolesStrong analytical background with experience interpreting data and driving insights from customer and program metricsExperience leading or supporting cross-functional programs, initiatives, or operational improvementsProven ability to influence without direct authority and drive alignment across teamsExperience managing customer relationships within a SaaS or cloud-based environmentProficiency with tools such as Salesforce, Gainsight, and Excel or similar data analysis platformsAbility to balance program ownership with customer-facing responsibilitiesStrong communication skills with the ability to present insights to both peers and leadershipExperience with data visualization tools such as TableauBackground in Customer Success operations, enablement, or strategic programsFamiliarity with CX, CCaaS, or enterprise SaaS platformsExperience aligning Customer Success with Professional Services and revenue teamsDemonstrated ability to scale processes and improve performance through data-driven initiativesBenefitsMedical, Dental, and Vision Insurance.Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsCompany OverviewGenesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth. It was founded in 1990, and is headquartered in Menlo Park, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.genesys.com.