Senior Manager, Customer Success Strategy & Initiatives

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.

Senior Manager, Customer Success Strategy & Initiatives

About the Role

The Senior Manager, Customer Success Strategy & Initiatives plays a critical role in driving the execution of high-impact initiatives that advance Customer Success priorities and business outcomes. This role partners closely with Customer Success leadership to translate strategic direction into actionable plans, insights, and deliverables.

This is an ideal opportunity for a highly analytical and execution-oriented professional who thrives in ambiguous environments, enjoys working cross-functionally, and excels at turning ideas into measurable outcomes. The role combines strategic thinking, operational execution, and executive-level communication, with significant exposure to senior leadership.

Key Responsibilities

Strategy Execution & Initiative Management:
* Drive the execution of key Customer Success strategic initiatives from concept through delivery
* Translate high-level strategic priorities into structured plans, milestones, and actionable workstreams
* Track progress, risks, dependencies, and outcomes across multiple concurrent initiatives
* Ensure alignment and momentum across cross-functional stakeholders

Research, Insights & Business Analysis:
* Conduct deep-dive analysis to support strategic decision-making and initiative development
* Synthesize complex and sometimes ambiguous data into clear insights and recommendations
* Partner with cross-functional teams (e.g., BizOps, Finance, Product) to gather and interpret data
* Support development of business cases, performance tracking, and success metrics

Executive Communications & Content Development:
* Develop executive-ready presentations, narratives, and briefing materials
* Translate insights and strategy into clear, compelling storytelling for leadership audiences
* Support preparation for executive reviews, customer events, and key strategic forums
* Contribute to thought leadership and strategic messaging

Cross-Functional Collaboration:
* Partner across Customer Success, Product, Marketing, Finance, and Operations teams
* Facilitate alignment across stakeholders with differing priorities and objectives
* Support key cross-functional forums and ensure follow-through on actions

Operational Excellence & Continuous Improvement:
* Enhance processes, tools, and frameworks that support initiative execution and visibility
* Identify opportunities to improve efficiency, clarity, and consistency across workstreams
* Drive a structured and disciplined approach to managing strategic initiatives

Required Qualifications:

* 8+ years of experience in business operations, strategy, consulting, program management, or a related field
* Strong analytical and problem-solving skills, with the ability to work with complex or imperfect data
* Exceptional written and verbal communication skills, including executive-level storytelling
* Advanced proficiency in PowerPoint and Excel
* Ability to manage multiple priorities in a fast-paced, ambiguous environment
* Strong stakeholder management and cross-functional collaboration skills

Preferred Qualifications:

* Experience in SaaS, technology, or Customer Success environments
* Background in consulting, strategy, or business operations
* Exposure to strategic initiatives, transformation programs, or executive-level projects
* Experience developing executive presentations and business narratives
* Familiarity with data tools, analytics platforms, or emerging AI-driven insights tools

Professional Competencies:

* Highly curious with strong intellectual agility
* Comfortable navigating ambiguity and evolving priorities
* Detail-oriented with strong follow-through and ownership mindset
* Collaborative team player with a proactive approach
* Strong business acumen and ability to connect insights to outcomes

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

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 hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visitwww.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.

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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.