Senior Customer Success Manager

Overview
Genesys empowers organizations to improve loyalty and business outcomes by delivering empathetic, personalized experiences at scale through Genesys Cloud, the AI-powered Experience Orchestration platform. We employ more than 6,000 people worldwide who value empathy and collaboration. This role is for a Senior Customer Success Manager based in Sydney or Melbourne, Australia.
The goal of the Customer Success Manager (CSM) is to establish a lifelong relationship between Genesys and its customers by advising and equipping them to achieve their customer experience (CX) vision. As the CSM, you are the customer's advocate and champion throughout their journey with Genesys. You will recommend, orchestrate, and ensure adoption of strategies, products, and services to help customers rapidly realise business outcomes, working with related Genesys functions to ensure onboarding, adoption, retention, and revenue growth.
This role opens opportunities for applicants based in Melbourne or Sydney.
What you will do
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 that outline mutual success
Prescribe the adoption and use of product features, functionality, and services to achieve key business outcomes
Establish a regular cadence of Executive Business Reviews to track progress against objectives
Drive continuous improvement of customer advocacy measures
Prepare and deliver territory plans to define account strategies and align resources
Collaborate with adjacent functions at key points of the customer journey (e.g., Onboarding Specialists, Professional Services, Renewal Managers, Sales) to ensure value delivery, go-live progress, renewals, and growth
Support ad-hoc duties as directed by Management
Contribute to internal strategic initiatives and continuous improvement programs
Qualifications
7+ years' experience in a technology-related field
Bachelor's degree in technology- or business-related field
Familiarity with CX to drive a consultative approach to customer interactions
Strong ability to build relationships and proactive engagement using digital touch capabilities
Ability to manage multiple actions across an assigned customer base
Excellent interpersonal and presentation skills, both written and verbal
Positive attitude and high willingness to learn
Experience with productivity tools (PowerPoint/Excel/Word) and CRM tools; familiar with Salesforce and Gainsight, online communities and social platforms
Experience working with SaaS contact centre platforms and advising on the use of digital channels/omnichannel interactions
Experience advising customers on the use of AI tools and applications
Other information
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, use the link they sent to apply.
About Genesys: Genesys empowers organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the AI-powered Experience Orchestration platform that connects people, systems, data and AI to drive loyalty, growth and retention while increasing operational efficiency.
Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, contact A response is typically provided within 24–48 hours. Messages unrelated to accommodation may not receive a response.
Genesys is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, national origin, genetics, disability, military and veteran status, or other protected characteristics.
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