{"id":1538148,"url":"https://alion.io/job/genesys-expert-customer-success-manager","title":"Expert Customer Success Manager","company":{"id":660,"name":"Genesys","domain":"genesys.com","url":"https://alion.io/company/genesys","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":28,"ghost_share":0.036,"stale_share":0.393,"repost_share":0.143,"time_to_fill_p50_days":24,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":["CO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":18500,"max_usd":44000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1466},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":true},{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-09-30T19:44:01Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-04T11:42:49Z","board_verified":true,"closed_at":null,"days_open":34,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":34},"description":"Be the one building AI-powered experiences where they matter most.\nAt 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.\nHelp 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.\nExpert Customer Success Manager\nColombia\nRole Overview:\nShape the long-term success of Genesys customers by helping them turn their customer experience vision into measurable business value. As an Expert Customer Success Manager, you will own strategic customer relationships across the post-sales journey, connecting business priorities with the adoption and effective use of Genesys solutions.\nServe as a trusted advisor and customer advocate, guiding organizations toward stronger adoption, retention, customer satisfaction, and growth. You will translate customer value drivers, success criteria, and KPIs into actionable Customer Success Plans, while influencing strategy across Sales, Professional Services, Product Support, Renewals, and other teams involved in the customer journey.\nPartner with senior customer stakeholders and Genesys leaders to identify risks, remove barriers, surface expansion opportunities, and maintain alignment on strategic outcomes. Your work will help customers maximize the value of their Genesys investment while creating more effective experiences for the people they serve.\nThis role offers visibility across enterprise customer initiatives and the opportunity to influence how Genesys evolves its Customer Success practices. You will also contribute thought leadership, mentorship, and strategic initiatives that strengthen the broader Customer Success organization.\nKey Responsibilities:\nOwn a portfolio of customer relationships as the primary business point of contact, driving measurable progress throughout each customer's CX journey\nDevelop Customer Success Plans that connect customer business value drivers, success criteria, and KPIs with clear adoption strategies and mutually accountable actions\nDrive adoption and utilization of Genesys products, features, functionality, and services to help customers maximize the value of their technology investment\nIdentify customer satisfaction, retention, upsell, and cross-sell opportunities that strengthen relationships and support recurring revenue growth\nLead Executive Business Reviews with senior customer stakeholders to evaluate progress, align priorities, address risks, and advance stated business objectives\nInfluence strategy across Sales, Professional Services, Renewals, Onboarding, Product Support, and other functions to create a coordinated customer experience\nDrive alignment with Onboarding Specialists to accelerate time to value and help new customers establish a strong foundation for successful adoption\nPartner with Professional Services to support smooth implementations and successful progression toward go-live\nCollaborate with Renewal Managers to strengthen forecasting, retention, and recurring revenue growth\nPartner with Sales to identify expansion opportunities and support incremental bookings through relevant customer value propositions\nCoordinate customer needs with Product Support Escalation Managers and other functional teams, ensuring escalations receive appropriate visibility and follow-through\nTranslate gaps in the Product Support experience into actionable feedback that supports continuous improvement of the customer experience\nPromote continuous customer growth by connecting business priorities with relevant Genesys innovation, product capabilities, and technical leadership\nDevelop territory and account strategies that align internal resources with customer priorities, risks, growth potential, and desired business outcomes\nDrive customer advocacy improvements by monitoring customer success, identifying emerging needs, and strengthening engagement throughout the customer lifecycle\nLead strategic internal initiatives and continuous improvement programs that strengthen Customer Success practices and organizational effectiveness\nMentor Customer Success Managers earlier in their careers and contribute to the continued development of systematic mentorship programs\nRequired Qualifications:\n8+ years of experience in a technology-related field, with demonstrated depth in customer-facing, Customer Success, or comparable strategic account environments\nBachelor's degree in a technology-related or business-related field\nStrong understanding of customer experience technologies and industry practices, with the ability to bring a consultative perspective to customer interactions\nDemonstrated success building trusted relationships and proactively engaging customers through digital and direct communication channels\nExperience translating strategic goals established by functional leadership into operational plans with influence beyond the immediate organizational team\nStrong conceptual thinking and judgment when addressing significant, complex customer or organizational issues\nProven ability to build networks with senior leaders and individual contributors while providing thought leadership within an area of expertise\nExperience leading strategically important initiatives and supporting effective change management and transformational change\nDemonstrated capability to mentor Customer Success professionals and contribute to the evolution of structured mentorship programs\nStrong organizational skills with the ability to manage multiple priorities and actions across an assigned customer portfolio\nExcellent interpersonal, presentation, written, and verbal communication skills\nLeadership capability that builds alignment, influences stakeholders, and inspires cross-functional teams to respond to evolving customer needs\nPreferred Qualifications:\nExperience with CRM and Customer Success platforms such as Salesforce and Gainsight\nStrong proficiency with productivity tools including Microsoft PowerPoint, Excel, and Word\nFamiliarity with online communities, social media platforms, and digital customer engagement practices\nDemonstrated curiosity, adaptability, and commitment to continuous learning in evolving customer experience and technology environments\nWorking at Genesys\nAI 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.\nA 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.\nGrowth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.\nTime 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.\nRecognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.\nLearn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.\nWhat Happens After You Apply\nAfter you apply, here's what you can typically expect:\nOur Talent Acquisition team reviews your application with the hiring team.\nA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. \nNext, you'll meet the hiring manager and other members of the interview team.\nWe aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.\nAfter interviews are complete, our team will follow up with the final steps.\nEvery application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.\nStay Connected\nStay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.\nGet notified about relevant opportunities.\nBe the one building what's next - where AI, experience and impact come together.\nEmployee Referral\nIf a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.\nAbout Genesys:\nGenesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.\nReasonable Accommodations:\nIf 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 .\nYou 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.\nThis 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.\nGenesys 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.\nPlease note that recruiters will never ask for sensitive personal or financial information during the application phase.","description_format":"text","description_chars":10303,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Conversational AI","AI Agents","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-09-30T19:44:01Z"},{"event":"close","at":"2026-10-30T00:28:09Z"},{"event":"reopen","at":"2026-11-02T20:56:58Z"}],"visa":[],"liveness":{"score":44,"band":"fade","label":"Fading","p_open":1,"p_active":0.799,"p_room":0.55,"age_days":34,"expected_fill_days":24,"reasons":["conf:0","velocity","win:tail","comp:brand"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/genesys-expert-customer-success-manager","json_url":"https://alion.io/job/genesys-expert-customer-success-manager.json","meta":{"generated_at":"2026-11-04T14:35:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22113,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":660},"rest":"https://alion.io/mcp/rest/get_company?id=660"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenesys-expert-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenesys-expert-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenesys-expert-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/genesys-expert-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenesys-expert-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1538148}},{"tool":"search_jobs","arguments":{"company":"genesys.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1538148},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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