Senior Customer Success Manager

About the role

Genesys is looking for a Senior Customer Success Manager to build lasting relationships with our customers in India. You will act as the customer’s advocate, guiding them to achieve their CX vision through adoption of Genesys Cloud and related services.

Key responsibilities

• Manage a portfolio of customers as the primary business contact throughout their CX journey.
• Understand each customer’s value drivers, success criteria and KPIs to create actionable Customer Success Plans.
• Recommend and orchestrate product feature adoption to meet key business outcomes.
• Conduct regular Executive Business Reviews to track progress against objectives.
• Drive continuous improvement of customer advocacy and AI/Digital adoption.
• Prepare territory plans and define account strategies.
• Collaborate with Onboarding Specialists, Professional Services, Renewal Managers and Sales to ensure seamless customer experiences.

Required profile

• Senior‑level experience in customer success or account management within a SaaS or CX environment.
• Proven ability to act as a trusted advisor and champion for customers.
• Strong understanding of CX metrics, business outcomes and revenue growth drivers.
• Excellent communication and executive‑level presentation skills.

Required skills

• Hands‑on experience with the Genesys Cloud platform.

What we offer

• Competitive benefits comparable to larger tech companies.
• Opportunity to make a significant impact and own your work.
• Collaborative, empathy‑driven culture with global reach.