Senior Customer Success Manager

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.

The Enterprise Customer Success Manager is responsible for driving the success and long-term value of Genesys’ strategic enterprise customers in Thailand.

The role develops a deep understanding of each customer’s business priorities, Customer Experience (CX) strategy and desired outcomes, and aligns Genesys capabilities to support those objectives. The Enterprise Customer Success Manager acts as a trusted advisor to senior customer stakeholders, driving adoption, value realisation and strategic alignment throughout the customer lifecycle.

Working across business, technology and transformation priorities, the role also supports customers in identifying opportunities to apply AI and emerging technologies to improve customer and business outcomes. The Enterprise Customer Success Manager orchestrates the appropriate Genesys, partner and customer resources to translate these opportunities into actionable success plans.

Key Responsibilities (but not limited to...)

• •Own the customer success strategy for a portfolio of enterprise customers, translating business priorities and desired outcomes into clear and actionable success plans.
• •Develop trusted relationships with senior business and technology stakeholders and maintain alignment with customer priorities throughout the customer lifecycle.
• •Drive measurable value from customers’ investment in Genesys by connecting platform adoption and capabilities to agreed business outcomes.
• •Support customers in identifying and evaluating AI, automation and digital transformation opportunities, including the business and change considerations required for successful adoption.
• •Orchestrate cross-functional Genesys resources, including Sales, Professional Services, Solution Consulting, Support, Product and partners, to address customer priorities and deliver agreed outcomes.
• •Identify opportunities to deepen customer value and expand the relationship, partnering with Sales to align potential growth opportunities with customer business needs.
• •Maintain a clear view of customer health, risk and opportunity, proactively addressing barriers to adoption, value realisation, retention and growth.
• •Lead executive business reviews and strategic customer engagements focused on progress against agreed outcomes, value realised, priorities and forward plans.

Minimum Requirements

• •Proven experience working with complex enterprise customers in Customer Success, enterprise technology, consulting, account management or a related customer-facing role.
• •Strong business and commercial acumen, with demonstrated ability to connect technology capabilities to measurable business outcomes.
• •Strong executive presence and the ability to establish credibility and trusted relationships with senior business and technology stakeholders.
• •Demonstrated ability to manage complex customer environments and coordinate multiple internal, customer and partner stakeholders.
• •Understanding of the relationship between customer adoption, value realisation, retention and growth.
• •Knowledge of AI and emerging technologies and an ability to engage customers on their practical application to business and Customer Experience.
• •Strong communication, presentation and stakeholder management skills in both Thai and English.
• •Native or professional-level fluency in Thai and strong business-level English are required.
• •Ability to work independently, prioritise across multiple enterprise customers and operate effectively within regional and global teams.
• •Ability to travel within Thailand and internationally as required.

Desirable Skills

• •Experience in Customer Experience (CX), Contact Centre, SaaS, Cloud or enterprise software.
• •Experience supporting AI, automation or digital transformation initiatives.
• •Experience working with large Thai enterprises and complex partner ecosystems.
• •Experience working with regional or multinational organisations across Asia.
• •Familiarity with Genesys or comparable enterprise CX technologies.

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must have valid working rights in Thailand.

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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

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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. 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.

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 reasonable.accommodations@genesys.com .

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