Job Description
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.
Senior Customer Success Manager – Auckland, NZ
As a Senior Customer Success Manager (Sr CSM) at Genesys, you’ll act as a strategic business advisor and transformation partner to a select portfolio of high-value enterprise customers. Your mission is to ensure customers realise measurable business outcomes through orchestrating experiences with Genesys Cloud.
You’ll work to accelerate their return on investment, evolve their customer experience (CX) strategies and ensure customer retention.
You will engage directly with C-level and senior executives, providing consultative advice, strategic planning, and advisory leadership that drives long-term value realisation. This role blends consulting acumen, commercial insight, and executive relationship management to influence strategic direction and maximize customer lifetime value.
What You’ll Do
Serve as a strategic business partner to executive stakeholders, aligning Genesys solutions to each customer’s enterprise transformation objectives and quantifiable business outcomes.
Lead the development of multi-year CX transformation roadmaps, collaborating with customers to define business value frameworks, success metrics, and strategic priorities.
Conduct executive-level business reviews (QBRs/EBRs), providing strategic insights, performance analysis, and data-driven recommendations for continued innovation and growth.
Act as a trusted advisor in shaping customers’ CX strategy — including digital transformation, AI adoption, automation, and omnichannel engagement — to achieve operational excellence and customer-centric differentiation.
Orchestrate internal and cross-functional alignment across Professional Services, Sales, Product, and Renewals to ensure seamless delivery, high retention, and account growth.
Drive adoption and growth through orchestrating AI experiences – through guidance on the Genesys Cloud Platform
Own the strategic account plan, identifying and executing on adoption and expansion opportunities through value positioning.
Drive value realization and ROI measurement, ensuring customers achieve measurable impact from their Genesys investments (e.g., revenue growth, cost efficiency, NPS improvement).
Act as a business consultant internally and externally — contributing to strategic account governance, customer advisory boards, and internal transformation initiatives.
Represent the customer voice within Genesys to influence product roadmap and go-to-market innovation.
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.
Senior Customer Success Manager – Auckland, NZ
As a Senior Customer Success Manager (Sr CSM) at Genesys, you’ll act as a strategic business advisor and transformation partner to a select portfolio of high-value enterprise customers. Your mission is to ensure customers realise measurable business outcomes through orchestrating experiences with Genesys Cloud.
You’ll work to accelerate their return on investment, evolve their customer experience (CX) strategies and ensure customer retention.
You will engage directly with C-level and senior executives, providing consultative advice, strategic planning, and advisory leadership that drives long-term value realisation. This role blends consulting acumen, commercial insight, and executive relationship management to influence strategic direction and maximize customer lifetime value.
What You’ll Do
Serve as a strategic business partner to executive stakeholders, aligning Genesys solutions to each customer’s enterprise transformation objectives and quantifiable business outcomes.
Lead the development of multi-year CX transformation roadmaps, collaborating with customers to define business value frameworks, success metrics, and strategic priorities.
Conduct executive-level business reviews (QBRs/EBRs), providing strategic insights, performance analysis, and data-driven recommendations for continued innovation and growth.
Act as a trusted advisor in shaping customers’ CX strategy — including digital transformation, AI adoption, automation, and omnichannel engagement — to achieve operational excellence and customer-centric differentiation.
Orchestrate internal and cross-functional alignment across Professional Services, Sales, Product, and Renewals to ensure seamless delivery, high retention, and account growth.
Drive adoption and growth through orchestrating AI experiences – through guidance on the Genesys Cloud Platform
Own the strategic account plan, identifying and executing on adoption and expansion opportunities through value positioning.
Drive value realization and ROI measurement, ensuring customers achieve measurable impact from their Genesys investments (e.g., revenue growth, cost efficiency, NPS improvement).
Act as a business consultant internally and externally — contributing to strategic account governance, customer advisory boards, and internal transformation initiatives.
Represent the customer voice within Genesys to influence product roadmap and go-to-market innovation.
💡 Quick Summary
Seeking a career-building opportunity? The Senior Customer Success Manager position is now open for candidates interested in the Customer Care sector. This role in Auckland offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
