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Genesys · 3 weeks ago

Executive Customer Success Manager

Texas, United States

Full-time

Hybrid

Senior Level, Lead/Staff

$162K/yr - $301K/yr

12+ years exp

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The Executive Customer Success Manager will guide enterprise customers toward measurable success with Genesys Cloud CX by driving adoption and delivering tangible business outcomes.

Artificial Intelligence (AI)Cloud ComputingSaaSSoftware

Work & Life Balance

Responsibilities

Be a Trusted Advisor Strong executive presence with proven ability to operate credibly at the C-suite level while managing complex delivery programs. The successful candidate will excel at working with C-level stakeholders to building strong, trust-based relationships. This involves regular, clear communication tailored to their strategic priorities, and a deep understanding of their business goals. By positioning yourself as a trusted advisor, you can offer insights that align Genesys AI powered Experience Orchestration Platform’s capabilities with the customer’s long-term vision. This collaborative approach not only strengthens the partnership but also ensures that C-level stakeholders see you as an essential contributor to their success

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 The role will work side by side with the Genesys Senior Account Executive to jointly drive success across the customer account. You will orchestrate cross-functional delivery and success teams including Customer Success Managers (CSMs), Technical Account Managers (TAMs), Professional Services, and Consultants. The Senior Director will manage 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

Qualification

Customer Success ManagementSaaS TechnologiesC-level EngagementStrategic ConsultingBusiness AcumenExecutive Presentation SkillsProactive AttitudeCommunicationStorytelling SkillsCollaboration Skills