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 Description: Sr. Customer Success Manager (CSM)

Location: Colombia

Department: Customer Success

Reports to: Senior Manager, Customer Success

Position Overview:

The Sr. Customer Success Manager (CSM) is a strategic partner for Genesys’ strategic and Mid-Market customers, specializing in banking, Telcos and different vertical accounts. The role focuses on building long-term relationships, driving product adoption and utilization, ensuring customers achieve their CX vision. The CSM will leverage deep industry knowledge to deliver value and outcomes while managing customer success across the customer lifecycle.

Key Responsibilities:

They are the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes.

They work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.

In this role, the primary responsibilities will include (but are not limited to):

• Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey

• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Advisor and customers can achieve mutual success)

• Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes

• Handling escalations and coordinating across other functional areas to ensure customer needs are met;

• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives.

• Drive customer reference-ability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score)

• Prepare and deliver territory plans to define account strategies and align resources

• Team and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:

• Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible

• Professional Services to ensure that implementations progress smoothly to go-live

• Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue

• Sales to identify cross-sell/up-sell opportunities and drive incremental bookings

Required Qualifications:

• 10+ years in technology-related role, with a strong background in banking, Telcos and different vertical accounts

• Deep understanding of customer experience (CX) in banking environments.

• Familiarity with Genesys and call center solutions is a plus.
  Familiarity with CX (industry and technology) to drive consultative approach to customer interactions.

• Travel <30%.

• COPC certification is a plus.

• Bachelor’s degree in a technology- or business-related field.

• Experience with CRM tools like Salesforce and Gainsight.

• Excellent communication, relationship-building, and presentation skills.

• Proven ability to manage multiple tasks and priorities in a fast-paced, dynamic environment.

Preferred Skills:

• Analytical mindset to translate data insights into business impacts.

• Ability to think strategically and identify long-term solutions for customers: prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes.

How we Think

Customer Focus – Building strong customer relationships and delivering customer-centric solutions

Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholders

Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needs

How we Own It

Ensures Accountability – Holding self and others accountable to meet commitments

Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals

Action oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm

How we Interact

Collaborates – Building partnerships and working collaboratively with others to meet shared objectives

Manages Conflict – Handling conflict situations effectively with a minimum of noise

Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control

Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

Organizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics

If a Genesys employee referred you, please use the link they sent you to apply.

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

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

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, visit www.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 [email protected].

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 and veteran status, and other protected characteristics.

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