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.

Customer Success Manager - Manila, Philippines

Summary:

As a Customer Success Manager (CSM) supporting our digital-first model, you will orchestrate end-to-end customer experiences prioritizing activities to proactively support adoption, retention, and expansion of Genesys Cloud. In this role, you will focus on prioritizing touchpoints based on impact for business outcomes. CSM will step in at key moments to amplify outcomes and accelerate time-to-value. You will take a programmatic approach, leveraging the digital toolset, intelligent insights, and partnering with Genesys teams to drive AI-powered experience orchestration for our digital customers.

Minimum Requirements:

Digital Success Orchestration

• Leverage digital engagement channels and the digital toolset to scale personalized interactions with customers.

• Orchestrate the end-to-end customer experience, guiding customers toward AI-driven self-service resources for day-to-day support while engaging directly for critical milestones, organizational alignment, and value realization.

Programmatic Value Realization, Retention, and Growth

• Engage with customers to drive adoption, retention, and growth through repeatable motions based on systematic notifications & programmatic prioritization.

• Identify and define opportunities to drive pipeline expansion (incl. PS, Genesys education, etc.) and digital & AI adoption.

Cross-Functional Collaboration

• Partner with internal experts across Sales, Product, Renewals, Payment Solutions, Education, and Partners to coordinate resolution and value paths and ensure consistent customer outcomes.

• Take ownership of digital customer engagement, ensuring all inquiries and digital success motions are resolved with speed and quality.

• Provide actionable feedback to CS Ops AI Operations to enhance the digital toolset including digital assistant model and engagement prompts.

Required Qualifications

• Customer-first mindset with a proactive, solution-oriented approach.

• Strong verbal and written communication skills.

• Effective problem-solving and analytical skills with a willingness to learn.

• Experience with systems or tools including Genesys Cloud, Salesforce, and Gainsight.

• Ability to work independently while orchestrating cross-functional efforts.

• Experience in B2B environment involving Partners and partner-led customer relationships

• Cloud SaaS product knowledge and AI literacy

• University Degree in technology or business-related field, or equivalent experience.

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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, visit 

Reasonable Accommodations:

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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.

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