Expert 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. Shape how leading enterprises in Argentina realize measurable business value from their customer experience investments. This role owns strategic relationships across banking, telecommunications, and complex enterprise environments, influencing how organizations adopt, scale, and optimize Genesys Cloud to deliver better customer outcomes. Acting as a trusted advisor to executive stakeholders, you will align CX strategy with tangible business results such as revenue growth, operational efficiency, and customer satisfaction. At Genesys, we bring empathy and innovation together through AI powered experience orchestration, and this role plays a critical part in helping customers translate that into real world impact. You will gain visibility into enterprise transformation programs, partner with senior leaders, and expand your influence across high value customer ecosystems. Key Responsibilities: Own a portfolio of strategic and enterprise accounts, driving adoption, retention, and expansion outcomes Build and influence C level relationships to align customer experience strategy with business priorities Develop and execute customer success plans that deliver measurable value realization and KPI achievement Lead executive business reviews that demonstrate ROI, performance insights, and growth opportunities Identify and drive cross sell and up sell initiatives that increase account value and long-term revenue Partner with sales, professional services, onboarding, and renewals teams to deliver aligned customer outcomes Manage escalations proactively, ensuring resolution and strengthening long term customer trust Drive customer advocacy by enabling success stories, references, and long-term partnerships Required Qualifications: 10 to 12 or more years of experience in customer success, sales, or account management within SaaS, CX, or technology environments Strong experience managing enterprise or strategic accounts within Argentina Proven track record of driving revenue growth within existing customer portfolios Solid understanding of contact center, CCaaS, and broader customer experience ecosystems Experience working within industries such as banking, telecommunications, or other complex enterprise sectors Demonstrated ability to influence and engage executive stakeholders at the C level Strong commercial acumen combined with technical understanding of SaaS platforms Experience working with CRM and customer success platforms such as Salesforce, Gainsight, or similar Preferred Qualifications: Experience working with Genesys Cloud or related CX platforms COPC certification or equivalent industry credential Strong analytical capability with the ability to translate data into business impact insights Strategic mindset with the ability to connect product capabilities to customer outcomes #LI-Remote If a Genesys employee referred you, please use the link they sent you to apply. 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.