Expert Customer Success Manager

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. At Genesys, we are continuously looking to connect with talented professionals who may be a strong fit for future Expert Customer Success Manager opportunities . This posting is part of our Talent Pool and does not represent a currently open position . By submitting your profile, you are expressing interest in being considered for future opportunities that may become available based on business needs. If your background and experience align with a future opening, a member of our Talent Acquisition team may contact you to discuss the opportunity and next steps. The Expert Customer Success Manager (CSM) is a strategic partner for Genesys’ Strategic and Mid-Market customers, supporting organizations across Banking, Telecommunications, and other key industry verticals . The role focuses on building long-term customer relationships, driving product adoption and utilization, and helping customers achieve their Customer Experience (CX) vision and desired business outcomes. The CSM leverages deep industry knowledge—particularly within Banking and Financial Services —to provide strategic guidance, deliver measurable value, and manage customer success throughout the customer lifecycle. Key Responsibilities: The Expert Customer Success Manager acts as the customer’s advocate and champion throughout their journey with Genesys, recommending, orchestrating, and supporting the adoption of the right strategies, products, and services to help customers rapidly realize their desired business outcomes. The CSM works closely with multiple teams across Genesys to support successful onboarding, adoption, retention, customer advocacy, and revenue growth. Primary responsibilities may include:

• Manage a portfolio of customers, serving as their primary business point of contact throughout their CX journey.
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans —actionable blueprints designed to drive mutual success.
• Connect the adoption and use of Genesys product features, functionality, and services to key customer business outcomes.
• Manage customer escalations and coordinate across functional areas to ensure customer needs are addressed effectively.
• Establish a regular cadence of Executive Business Reviews (EBRs) to track progress against customers’ strategic business objectives.
• Drive customer advocacy and reference ability while supporting continuous improvement of customer experience measures, including Net Promoter Score (NPS).
• Prepare and deliver territory and account plans to define customer strategies and align internal resources.
• Build shared accountability with adjacent functions throughout key stages of the customer journey, including: Onboarding Specialists , to ensure new customers are systematically introduced to Genesys and begin realizing value as quickly as possible. Professional Services , to support successful implementations and progression toward go-live. Renewal Managers , to support strong forecasting and renewal practices, customer retention, and recurring revenue growth. Sales , to identify potential cross-sell and upsell opportunities and support incremental bookings. Required Qualifications:
• 12+ years of experience in technology-related, Customer Success, consulting, account management, CX, or related roles.
• Strong experience working with customers in Banking, Telecommunications, and/or other complex industry verticals .
• Deep understanding of Customer Experience (CX) within banking or financial services environments.
• Strong familiarity with CX industry trends and technologies, with the ability to take a consultative approach to customer interactions.
• Experience with contact center or CCaaS solutions; familiarity with Genesys solutions is a plus.
• Experience managing strategic customer relationships and engaging with senior and executive stakeholders.
• Experience with CRM and Customer Success platforms such as Salesforce and Gainsight .
• Excellent communication, relationship-building, stakeholder management, and presentation skills.
• Proven ability to manage multiple priorities in a fast-paced and dynamic environment.
• Bachelor’s degree in a technology-, business-, or related field.
• Ability to travel up to 30%.
• COPC certification is a plus. Preferred Skills:
• Strong analytical mindset with the ability to translate data and insights into meaningful business impact.
• Ability to think strategically and identify long-term solutions for customers.
• Ability to connect product adoption, functionality, and services with measurable customer business outcomes.
• Strong executive presence and ability to establish trusted-advisor relationships.
• Experience navigating complex organizations and coordinating multiple internal and external stakeholders. How We Think: Customer Focus – Building strong customer relationships and delivering customer-centric solutions. Balances Stakeholders – Anticipating and balancing the needs of multiple stakeholders. Strategic Mindset – Seeing future possibilities and translating them into breakthrough strategies, while demonstrating thought leadership in the CX domain and understanding customer business needs. How We Own It: Ensures Accountability – Holding self and others accountable to meet commitments. Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals. Action Oriented – Taking on new opportunities and tough challenges with urgency, energy, and enthusiasm. How We Interact Collaborates – Building partnerships and working collaboratively with others to meet shared objectives. Manages Conflict – Handling conflict situations effectively and constructively. Active Listener – Listening with the intent to understand customer and stakeholder perspectives. Communicates Effectively – Developing and delivering communications that reflect the unique needs of different audiences. Organizational Savvy – Navigating complex organizational dynamics, processes, policies, and stakeholder relationships effectively. About This Talent Pool Please note that this Talent Pool is intended to build a pipeline of professionals who may be considered for future opportunities at Genesys. It is not associated with a specific currently open position. Working at Genesys
• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect:
• Our Talent Acquisition team reviews your application with the h