Senior Customer Success Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Senior Customer Success Manager -
(Federal Government)
The goal of the Senior Customer Success Manager (Sr CSM) role is to establish a lifelong relationship between Genesys and Genesys' customers by advising and equipping them to achieve their customer experience (CX) vision.

As the Sr CSM you are the customer's advocate and champion throughout their journey with Genesys.

You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realise their business outcomes.

Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.

This role opens opportunities for applicants based in Melbourne, Sydney and Canberra.
What You'll Do:
The primary responsibilities for this role include (but are not limited to).

• 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 by which the Customer Success Manager and customers can achieve mutual success.
• Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes.
• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives.
• Drive continuous improvement of customer advocacy measures.
• Prepare and deliver territory plans to define account strategies and align resources.
• Establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:
• Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible.
• Professional Services to ensure that implementations progress smoothly to go-live.
• Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
• Sales to identify cross-sell/up-sell opportunities and drive incremental bookings
• Ad-hoc duties as directed by Management.
• Take on and assist in driving internal strategic initiatives and continuous improvement programs.
• Lead structured problem-solving initiatives to address customer challenges and unlock measurable value.
• Translate customer goals into actionable plans that drive tangible business outcomes and ROI.
• Build and maintain strong relationships with senior stakeholders across Federal Government departments.
• Navigate complex stakeholder environments to align on priorities and drive strategic outcomes.
• Facilitate strategic workshops with customers to co design CX strategies, adoption plans, and optimisation roadmaps.
• Develop and present compelling business cases that support solution adoption, investment decisions and long-term value creation

You've been there and done this…

• 5+ years' experience in a technology-related field
• Bachelor's Degree in technology- or business-related field
• Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
• Strong ability to build relationships and proactive engagement using digital touch capabilities
• Ability to manage/multi-task multiple actions across assigned customer base
• Excellent interpersonal, presentation skills – both written and verbal
• Positive attitude and high willingness to learn
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as
• Familiar with Salesforce and Gainsight, and online communities and social media platforms
• Experience working with SaaS contact centre platforms
• Experience working to advise customers on use of digital channels and/or omnichannel interactions
• Experience working to advise customer on the use of and interaction to AI tools and applications
• Salesforce and Gainsight, and on-line communities and social media platforms
• Please note that Genesys will not accept resumes from agencies at this time.
• To be eligible to apply for this role you must have work rights in Australia

Please note that Genesys will not accept resumes from agencies at this time.
To be eligible to apply for this role you must have work rights in Australia
If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
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