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.

Job Title: Senior Customer Success Manager
Department & Team: Customer Success – North
Reports to: Director, Customer Success – North

Summary

Genesys is looking for a Senior Customer Success Manager to lead strategic relationships with enterprise customers across the North region.

The Senior CSM is a trusted advisor and customer orchestrator, connecting customer priorities with Genesys capabilities to deliver measurable value, accelerate adoption and AI transformation, protect retention, and create sustainable growth.

Success in this role is defined not only by what you achieve, but how you achieve it. You will lead with curiosity, accountability and transparency; build trust across customers, partners and Genesys teams; help others grow; and use AI to shift your own time toward higher-value customer engagement.

Key Responsibilities

• Own customer success strategy for a portfolio of strategic and high-value customers, developing Experience Orchestration Plans (EOPs) and Customer Success Plans (CSPs) aligned to business priorities and measurable outcomes.
• Build trusted executive relationships, elevating conversations from operational topics toward business value, CX strategy, AI transformation and long-term partnership.
• Drive value realization and adoption, using customer, adoption and health insights to proactively identify risks, opportunities and actions that improve business outcomes.
• Guide AI transformation, helping customers identify relevant use cases, assess maturity and progress from initial adoption toward scaled AI-powered experience orchestration.
• Orchestrate One Genesys, aligning Sales, Professional Services, TAMs, CX Advisory, Product, Renewals, Education and other teams around one customer strategy and shared outcomes.
• Collaborate effectively with partners, developing shared success plans and maintaining appropriate visibility into customer health, adoption, executive priorities and opportunities in partner-led accounts.
• Protect and grow the customer relationship, identifying renewal risks early while proactively surfacing expansion opportunities across Genesys Cloud, AI, Professional Services and Education.
• Lead strategic customer governance, including Executive Business Reviews and transformation discussions focused on outcomes, value realized, priorities and future opportunities.
• Develop customer advocacy, identifying opportunities for references, customer stories, events, speaking engagements and broader participation in the Genesys community.
• Elevate the people around you, coaching and mentoring colleagues, sharing customer lessons and best practices, providing constructive feedback and helping create an environment of trust, psychological safety and continuous learning.
• Work AI-first, using AI to research customers and industries, synthesize signals, identify risks and opportunities, prepare executive engagements and automate lower-value work. Apply sound judgment to AI outputs and share effective AI practices with the broader team.

Minimum Requirements

• Fluent Dutch is mandatory.
• Significant experience in Customer Success, strategic account management, consulting or another enterprise SaaS customer-facing role.
• Demonstrated ability to build trusted relationships with senior and executive stakeholders and influence business and transformation decisions.
• Strong understanding of SaaS Customer Success, including adoption, value realization, customer health, retention, expansion and lifecycle management.
• Strong comme