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. Role Overview: Driving meaningful customer outcomes at scale, this role shapes how enterprise organizations realize value from their investment in Genesys. You will own the end-to-end customer journey for a portfolio of strategic accounts, ensuring measurable business impact through adoption, retention, and expansion. At Genesys, we are redefining customer experience through empathy, AI, and global innovation, enabling organizations to deliver personalized, predictive engagement across every touchpoint. This position operates at the intersection of strategy and execution, influencing how customers leverage technology to transform their CX operations while partnering with senior stakeholders across functions. You will play a visible role in shaping long-term customer success strategies, with direct exposure to enterprise initiatives and opportunities to expand your influence across a global customer base. Key Responsibilities: - Own the end-to-end success of a portfolio of enterprise customers, driving measurable outcomes such as retention, expansion, and customer satisfaction - Lead strategic account engagement by acting as a trusted advisor, aligning Genesys solutions to customer business objectives and CX transformation goals - Drive alignment across Professional Services, Support, Product, and Sales to deliver seamless, high-impact customer experiences - Conduct executive-level Quarterly Business Reviews that demonstrate value realization, uncover growth opportunities, and influence long-term strategy - Develop and execute success plans that increase platform adoption, optimize feature utilization, and accelerate time to value - Identify risks and opportunities proactively, coordinating cross-functional resources to resolve challenges and improve customer health - Monitor and analyze customer health metrics to inform data-driven decisions that enhance engagement and retention - Advocate for customer needs internally, influencing product direction and service improvements based on real-world insights Required Qualifications: - 6+ years of experience in Customer Success Management or related customer-facing roles - Proven track record of managing and growing enterprise customer relationships - Strong business acumen with the ability to understand and align to customer objectives and value drivers - Demonstrated experience collaborating across cross-functional teams and influencing stakeholders at multiple levels - Experience delivering executive-level presentations and facilitating strategic discussions - Proficiency with CRM systems and customer success platforms - Bachelor’s degree in Business, Management, or a related field Preferred Qualifications: - Experience within customer experience (CX), SaaS, or cloud-based technology environments - Strong background in data-driven customer engagement and success measurement - Familiarity with AI-driven customer engagement platforms or digital transformation initiatives - Experience driving customer advocacy programs and reference development Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $104,000.00 - $183,000.00 Benefits: - Medical, Dental, and Vision Insurance. - Telehealth coverage - Flexible work schedules and work from home opportunities - Development and career growth opportunities - Open Time Off in addition to 10 paid holidays - 401(k) matching program - Adoption Assistance - Fertility treatments Click here to view a summary overview of our Benefits. 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 reasonable.accommodations@genesys.com. 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.

About the Role As a Senior Customer Success Manager, you will independently manage strategic customer relationships and ensure long-term value realization across a portfolio of mid-market and enterprise accounts. You will lead success planning, drive adoption and engagement, and mitigate risk while collaborating cross-functionally with Product, Engineering, Sales, and Support. Your work will have a direct impact on retention, satisfaction, and account growth, and you’ll contribute insights to help evolve customer and internal processes. Who you are - Confident operating independently, navigating strategic accounts, and aligning customer needs with organizational goals - Comfortable managing technical and strategic issues, leveraging internal partnerships to drive outcomes - Effective communicator with the ability to present complex ideas clearly across a range of audiences - Adaptable and proactive in dynamic, fast-paced environments with a continuous improvement mindset What you will do - Manage strategic customer relationships post-sale, focusing on adoption, retention, and value delivery with minimal oversight - Deliver outcome-oriented QBRs/EBRs and lead success planning to align customer goals with platform capabilities - Drive platform adoption and feature engagement through best practices, enablement, and education on roadmap developments - Monitor account health using data-driven insights; proactively identify risks and lead coordinated mitigation efforts - Resolve complex escalations with timely, clear communication and a focus on long-term customer trust and satisfaction - Collaborate with Sales, Engineering, and Support to influence renewal and expansion outcomes - Represent the customer voice internally, providing structured feedback to Product and other teams - Support knowledge sharing and contribute to internal process development or mentoring where relevant Must Haves - 8+ years of experience in enterprise SaaS, with at least 3 years in Customer Success, TAM, or support roles - Proven track record managing complex customer relationships, including executive-level stakeholders - Strong communication, analytical, and problem-solving skills with an emphasis on delivering measurable outcomes - Technical familiarity with internet and networking technologies; experience with security products is a plus - Proficiency in CRM and support tools such as Salesforce and Jira - Bachelor’s degree in a technical field (e.g., Computer Science, Engineering) or equivalent professional experience #LI-EM3 Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package. Base salary range: $139,440—$164,000 USD Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.

• Engage with customers to onboard users and provide technical guidance • Work closely with technical, product, and sales teams for training sessions • Customize training content and participate in product testing • Maintain relationships with key stakeholders for platform adoption • Proactively share best practices and insights

Company Description Moveworks, now part of ServiceNow, is redefining how work gets done. Together, we combine Moveworks’ industry-leading AI Assistant with ServiceNow’s world-class workflow platform to deliver instant, intelligent support across IT, HR, Finance, and beyond. Our shared mission is simple and ambitious: make work better for people. We do this by resolving employee needs instantly, automating complex workflows, and enabling enterprises to operate faster, smarter, and at scale. Job Description What you get to do in this role: - Own and grow a portfolio of 25 or more mid market enterprise customers, guiding them from go live through long-term value realization - Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes - Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows - Translate customer business needs into actionable solutions, influencing roadmap and product evolution - Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience - Proactively manage risks, expectations, and change, ensuring customers successfully navigate complex environments - Act as the voice of the customer internally, sharing insights, feedback, and success stories - Support renewal and expansion motions by demonstrating ongoing value and business impact Qualifications To be successful in this role you have: - 5+ years of experience in Customer Success, Account Management, Implementation, or Consulting within SaaS - Experience supporting medium to large enterprise customers and navigating complex stakeholder environments - Strong ability to explain technical and AI-driven solutions in clear, business-oriented terms - Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation (ServiceNow experience a plus) - Proven ability to build executive relationships and influence outcomes at multiple levels - Process-oriented mindset with strong problem-solving and change management skills - Comfortable operating in fast-moving, evolving product environments - Bachelor’s degree or equivalent practical experience - Willingness to travel approximately 10–25% Why This Role Matters: This is not a traditional Customer Success role. You are helping define how AI shows up in everyday work, turning complexity into clarity for millions of employees. Together, Moveworks and ServiceNow are shaping the future of enterprise productivity, and this role is on the front lines of that transformation. JV20 Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. - Employee Type: Regular - Region: AMS - North America and Canada - Work Persona: Flexible or Remote