Customer Success Manager/Genesys Advisor Enterprise

190001AB Requisition #

Are you interested in working for a 5000+ global software company with exponential growth, to be in the Customer Success profession, to deliver great business outcomes? This is the role for you.


What this role is:

The Customer Success Manager ensures we fulfill the Customer Success mission of bringing the best of Genesys to the customer, to deliver great business outcomes. This individual contributor orchestrates the planning and delivery of PureSuccess, Genesys’ platform to ensure customers receive the full value of Genesys PureCloud. You own the post-sales relationship with customers from onboarding, through renewing and expanding their portfolio. 


What this role isn’t:

It’s also not a “manage and doesn’t do” role. We are looking for a thoughtful leader who orchestrates internal resources and expertise, who works in a hands-on style to ensure that customers become strong Genesys advocates. 


What you’ll bring to the table:

You will need to be able to build relationships and engage proactively with customers, to achieve customer satisfaction while protecting and growing revenues.


We are looking for someone with experience and ability to manage a complex portfolio of customers, establishing yourself as a trusted advisor via consultative engagement. You are a collaborative team player, able to navigate and thrive in a dynamic regional and global environment. You are comfortable to use your Leadership attitude that unifies, influences and inspires cross-functional teams to meet the changing needs of customers. 


Your excellent interpersonal and presentation skills, strong aptitude and high willingness to learn are keys to success.


Some details about what you will do:

Customer Engagement & PureSuccess Orchestration

  • Orchestrate adoption of PureSuccess.
  • Develop Customer Success Plans (CSP) to drive customer’s key focus areas.
  • Establish a regular cadence of Executive Business Reviews (EBR) to assess and evolve the Customer Success Plan and drive business outcomes.
  • Drive continuous improvement of Net Promoter Scores (NPS) and other Advocacy measures.
  • Educate and enable Customer to consume PureSuccess to deliver business value. 


Territory Management

  • Prepare and deliver periodic Territory Reviews internally to the management team.
  • Drive a strong renewal process that delivers high retention rates, grows the ACV (committed revenue) and promotes overall recurring revenue growth.
  • Deliver at or above revenue targets leveraging Customer Engagement and a thorough Revenue Forecast, providing crystal clear transparency of Upsides and Risks – along with proactive remediation plans to eliminate risks and convert upsides.
  • Identify cross-sell/up-sell opportunities to bring to Sales and collaborate with Sales to drive incremental bookings.


Organizational Excellence

  • Contribute to refining & improving the PureSuccess and Customer Success playbooks. 
  • Show up with a great attitude
  • Contribute to and enable Genesys Customer Success to be world-class. 
  • Follow through on commitments to both internal and external stakeholders.
  • Confidently, and collaboratively, navigate an ever-evolving organizational landscape to steer customer journey.


Minimum Requirements

  • Bachelor’s Degree
  • 10+ years of total experience in a technology-related field
  • Account management skills
  • Strong customer-facing experience and Familiarity with CX (industry and technology) to drive a consultative approach to customer interactions
  • Experience with productivity tools including PowerPoint/Excel/Word, with Salesforce and Gainsight, and on-line communities and social media platforms.
  • Availability to travel for the 30% of the time across EMEA, with travel to the USA or international locations one to three times per year
  • Excellent Spanish, English, and Italian are mandatory




About Us:




Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog.






Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. LI_FS1#

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