Sr. Customer Success Manager
Genesys · Madrid Flexible, Spain
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.
Role Overview
The primary goal of the Customer Success Manager role is to drive measurable customer value across a portfolio of strategic enterprise accounts by helping organizations maximize adoption, advance their business transformation, strengthen customer experiences, and achieve the strategic outcomes they expect from their Genesys investment.
As a Senior Customer Success Manager, you will own the end-to-end customer success relationship, translating strategic priorities into actionable success plans that deliver continuous, incremental value. You will orchestrate the right expertise across Professional Services, Support, Product, and Sales while serving as a trusted advisor to key stakeholders and senior leaders. Leveraging customer health insights, adoption trends, and evolving business priorities, you will proactively identify risks, uncover opportunities, and drive progress toward desired outcomes.
Your influence will extend across the customer lifecycle, from aligning stakeholders around strategic objectives to leading executive business reviews that demonstrate measurable impact and uncover opportunities for deeper adoption and transformation. Through strategic engagement, proactive communication, and coordinated execution, you will help customers translate complex technology capabilities into meaningful business outcomes and sustained customer experience transformation.
In this role, you will help shape strategic enterprise customer initiatives through customer success leadership, executive engagement, customer experience expertise, and cross-functional collaboration. You will help define how Genesys partners with strategic customers, strengthening relationships that drive measurable outcomes, retention and revenue growth, advocacy, and long-term value.
Key Responsibilities
· Own the end-to-end success of a portfolio of strategic enterprise accounts, aligning customer priorities with success plans that drive adoption, retention, and long-term partnership while tracking and measuring realized business value against agreed customer outcomes.
· Influence customer strategy by serving as a trusted advisor who connects business objectives, customer experience priorities, and Genesys capabilities.
· Drive alignment across Professional Services, Support, Product, and Sales to coordinate expertise and resources, address customer needs, and deliver a consistent customer experience.
· Lead executive-level Business Reviews that demonstrate measurable value, assess progress against strategic objectives, and identify opportunities for continuous incremental value, deeper adoption, innovation, and growth.
· Develop and drive strategic Customer Success and Transformation Roadmaps that translate business objectives into clear priorities, milestones, stakeholder commitments, adoption strategies, and measurable outcomes, delivering continuous incremental value throughout the customer journey.
· Proactively identify customer risks and emerging needs, mobilizing cross-functional stakeholders to remove barriers, mitigate risk, and protect customer outcomes.
· Monitor customer health, product adoption, and feature utilization to surface actionable insights, inform priorities, and strengthen engagement throughout the customer lifecycle.
· Build customer advocacy by cultivating trusted relationships, delivering consistent value, and creating opportunities for satisfied customers to share their experience.
Required Qualifications
· 6+ years of experience in Customer Success Management, including responsibility for enterprise or strategic customer relationships.
· Bachelor’s degree in Business Management or a related field.
· Proven track record of building trusted relationships with enterprise customers and navigating complex stakeholder environments.
· Strong business acumen, with demonstrated ability to understand customer objectives, business metrics, and value drivers.
· Demonstrated success collaborating across Sales, Professional Services, Support, Product, and other customer-facing functions.
· Experience preparing and delivering executive-level presentations, business reviews, and strategic customer communications.
· Strong written and verbal communication skills, including the ability to translate complex technical concepts into clear business value.
· Proficiency with CRM systems and customer success platforms, including the ability to leverage customer data and health insights to inform priorities.
· Exposure to AI and CX use cases, value and ROI methodologies, and related technologies. Familiarity with the Genesys product suite is desirable, with the ability to articulate solution capabilities and benefits in the context of customer business outcomes.
· Ability to work professionally in Spanish and English.
Preferred Qualifications
· Demonstrated strength in collaborative leadership, bringing diverse internal and customer stakeholders together around shared outcomes and establishing effective customer governance frameworks.
· Strong strategic thinking and judgment when navigating complex customer challenges, competing priorities, and cross-functional dependencies.
· Experience managing multiple concurrent customer initiatives with consistent follow-through and stakeholder visibility.
· Proven ability to strengthen customer satisfaction, advocacy, retention, product adoption, and executive engagement.
· Experience partnering with senior leaders and influencing decisions without direct authority.
· Ability to travel up to 30%.
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