Remote Customer Success Lead Jobs
Remote customer success lead jobs are open across the U.S. in SaaS, fintech, healthcare technology, and enterprise software, at remote-first companies and distributed teams that run entirely asynchronous operations. Employers hiring remotely right now include ServiceNow, ConnecTeam, and Genesys. Find a role that fits below and apply directly.
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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 Sr. Manager, AI Solutions Architect, Customer Success leads a team of senior AI architects helping strategic customers turn ambitious AI initiatives into production-ready solutions that improve customer experience, operational performance, and enterprise adoption . As part of the Agentic AI Orchestration (A2O) program , this leader is responsible for the people, technical leadership, customer outcomes, and execution of a portfolio of high-impact enterprise AI engagements.
This role leads a team operating at the intersection of customer strategy, solution architecture, rapid prototyping, product innovation, and production deployment . The Senior Manager enables architects to operate with a high degree of autonomy while establishing the guardrails, technical standards, and priorities necessary to deliver consistently strong outcomes.
The successful candidate will be a technically credible, customer-facing leader capable of coaching senior architects, navigating complex enterprise environments, resolving technical and organizational barriers, and engaging directly with customer executives and Genesys leadership when needed.
Working across Customer Success, Product, Innovation, Solution Consulting, Professional Services, Support, and other organizations, this leader will also ensure that insights from customer engagements influence Genesys product strategy, reusable solution patterns, and the evolution of how Genesys delivers agentic AI solutions at scale.
Key Responsibilities
- Lead, develop, and retain a team of Principal and senior AI Solutions Architects responsible for delivering strategic Agentic AI Orchestration engagements across North America
- Establish an environment where experienced architects can operate autonomously, exercise sound judgment, and adapt their approach to customer needs while maintaining appropriate technical, security, and delivery guardrails
- Own the overall health and outcomes of the team's portfolio of customer engagements, ensuring initiatives remain focused on measurable customer value, production readiness, adoption, and expansion potential
- Provide technical leadership and coaching across Genesys Cloud, agentic AI, conversational AI, automation, enterprise integrations, data, and emerging AI technologies
- Maintain sufficient technical depth to engage directly in architecture discussions, challenge solution approaches, mentor architects, and step into complex customer situations or escalations when needed
- Guide teams through ambiguous and rapidly evolving customer environments, helping determine the appropriate approach based on business value, technical feasibility, customer readiness, risk, and time-to-value
- Partner with customer business and technology leaders to establish executive alignment, resolve barriers, and maintain momentum on strategic AI initiatives
- Serve as an escalation point for complex customer and technical issues, bringing together the appropriate Genesys resources to drive decisions and accelerate resolution
- Work closely with Sales, Customer Success, Solution Consulting, Professional Services, Product, Innovation, Support, and Engineering to align resources around high-priority customer opportunities
- Build strong relationships with Product and Engineering teams, creating a structured feedback loop that translates real-world customer experience into product insights, capability gaps, and priorities
- Identify successful patterns across engagements and help transform them into reusable architectures, accelerators, best practices, and delivery approaches that improve the speed and effectiveness of future engagements
- Champion responsible enterprise AI practices, including appropriate security, privacy, governance, safety, compliance, and production-readiness considerations
- Manage team capacity and engagement priorities, balancing strategic customer impact, business opportunity, technical complexity, and available expertise
- Recruit, onboard, coach, and develop high-performing technical talent while creating opportunities for continued growth in AI architecture, customer leadership, and emerging technologies
- Represent A2O with senior Genesys leadership and communicate portfolio progress, customer outcomes, emerging risks, product feedback, and opportunities for broader business impact
- Help evolve the A2O operating model based on field experience, ensuring the organization remains agile, outcome-focused, and responsive to changing customer and market needs
Required Qualifications
- 10+ years of industry experience in enterprise technology, customer experience, AI, cloud architecture, automation, Professional Services, Solution Consulting, or related disciplines
- Demonstrated experience leading and developing senior technical professionals , including architects, consultants, engineers, or comparable roles
- Strong technical background designing or delivering complex enterprise solutions across cloud, AI, automation, data, APIs, integrations, or customer experience platforms
- Experience leading customer-facing technical programs involving complex enterprise architectures and multiple business and technology stakeholders
- Strong understanding of LLM-powered applications, conversational AI, AI agents, agentic orchestration, workflow automation, and enterprise AI integration patterns
- Demonstrated ability to connect technical decisions and AI capabilities to customer business outcomes and measurable KPIs
- Experience working across organizational boundaries and influencing Product, Engineering, Sales, Customer Success, Professional Services, and other functions without direct authority
- Strong executive communication and stakeholder management skills, with demonstrated ability to engage both senior customer leaders and internal executives
- Demonstrated ability to make decisions and provide leadership in ambiguous, fast-moving environments where the appropriate path may not be predefined
- Strong coaching and talent-development skills, particularly with highly experienced and independently operating technical professionals
- Ability to manage multiple strategic customer engagements and priorities while maintaining visibility into risk, progress, customer sentiment, and business impact
- Working knowledge of enterprise security, privacy, governance, and regulatory considerations associated with AI and customer experience solutions Bachelor's degree in Computer Science, Information Technology, Engineering, Data Science, Business, or a related discipline, or equivalent practical experience
Preferred Qualifications
- Experience leading teams delivering enterprise AI, conversational AI, contact center, or customer experience transformation initiatives
- Experience with Genesys Cloud or comparable enterprise CX platforms and ecosystems
- Experience moving emerging technologies from proof of concept through production deployment and broader enterprise adoption
- Experience establishing or leading rapid innovation, field engineering, AI acceleration, or emerging technology programs
- Experience developing reusable reference architectures, technical accelerators, implementation patterns, or AI governance frameworks
- Experience partnering directly with Product and Engineering organizations to translate customer engagements into product requirements and roadmap influence
- Familiarity with customer journey design, omnichannel CX, contact center operations, and enterprise process redesign
- Knowledge of industries such as financial services, healthcare, insurance, retail, travel, telecommunications, or the public sector
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.
$134,300.00 - $236,100.00Benefits:
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.
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 customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities .
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 .
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.
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 Sr. Manager, AI Solutions Architect, Customer Success leads a team of senior AI architects helping strategic customers turn ambitious AI initiatives into production-ready solutions that improve customer experience, operational performance, and enterprise adoption . As part of the Agentic AI Orchestration (A2O) program , this leader is responsible for the people, technical leadership, customer outcomes, and execution of a portfolio of high-impact enterprise AI engagements.
This role leads a team operating at the intersection of customer strategy, solution architecture, rapid prototyping, product innovation, and production deployment . The Senior Manager enables architects to operate with a high degree of autonomy while establishing the guardrails, technical standards, and priorities necessary to deliver consistently strong outcomes.
The successful candidate will be a technically credible, customer-facing leader capable of coaching senior architects, navigating complex enterprise environments, resolving technical and organizational barriers, and engaging directly with customer executives and Genesys leadership when needed.
Working across Customer Success, Product, Innovation, Solution Consulting, Professional Services, Support, and other organizations, this leader will also ensure that insights from customer engagements influence Genesys product strategy, reusable solution patterns, and the evolution of how Genesys delivers agentic AI solutions at scale.
Key Responsibilities
- Lead, develop, and retain a team of Principal and senior AI Solutions Architects responsible for delivering strategic Agentic AI Orchestration engagements across North America
- Establish an environment where experienced architects can operate autonomously, exercise sound judgment, and adapt their approach to customer needs while maintaining appropriate technical, security, and delivery guardrails
- Own the overall health and outcomes of the team's portfolio of customer engagements, ensuring initiatives remain focused on measurable customer value, production readiness, adoption, and expansion potential
- Provide technical leadership and coaching across Genesys Cloud, agentic AI, conversational AI, automation, enterprise integrations, data, and emerging AI technologies
- Maintain sufficient technical depth to engage directly in architecture discussions, challenge solution approaches, mentor architects, and step into complex customer situations or escalations when needed
- Guide teams through ambiguous and rapidly evolving customer environments, helping determine the appropriate approach based on business value, technical feasibility, customer readiness, risk, and time-to-value
- Partner with customer business and technology leaders to establish executive alignment, resolve barriers, and maintain momentum on strategic AI initiatives
- Serve as an escalation point for complex customer and technical issues, bringing together the appropriate Genesys resources to drive decisions and accelerate resolution
- Work closely with Sales, Customer Success, Solution Consulting, Professional Services, Product, Innovation, Support, and Engineering to align resources around high-priority customer opportunities
- Build strong relationships with Product and Engineering teams, creating a structured feedback loop that translates real-world customer experience into product insights, capability gaps, and priorities
- Identify successful patterns across engagements and help transform them into reusable architectures, accelerators, best practices, and delivery approaches that improve the speed and effectiveness of future engagements
- Champion responsible enterprise AI practices, including appropriate security, privacy, governance, safety, compliance, and production-readiness considerations
- Manage team capacity and engagement priorities, balancing strategic customer impact, business opportunity, technical complexity, and available expertise
- Recruit, onboard, coach, and develop high-performing technical talent while creating opportunities for continued growth in AI architecture, customer leadership, and emerging technologies
- Represent A2O with senior Genesys leadership and communicate portfolio progress, customer outcomes, emerging risks, product feedback, and opportunities for broader business impact
- Help evolve the A2O operating model based on field experience, ensuring the organization remains agile, outcome-focused, and responsive to changing customer and market needs
Required Qualifications
- 10+ years of industry experience in enterprise technology, customer experience, AI, cloud architecture, automation, Professional Services, Solution Consulting, or related disciplines
- Demonstrated experience leading and developing senior technical professionals , including architects, consultants, engineers, or comparable roles
- Strong technical background designing or delivering complex enterprise solutions across cloud, AI, automation, data, APIs, integrations, or customer experience platforms
- Experience leading customer-facing technical programs involving complex enterprise architectures and multiple business and technology stakeholders
- Strong understanding of LLM-powered applications, conversational AI, AI agents, agentic orchestration, workflow automation, and enterprise AI integration patterns
- Demonstrated ability to connect technical decisions and AI capabilities to customer business outcomes and measurable KPIs
- Experience working across organizational boundaries and influencing Product, Engineering, Sales, Customer Success, Professional Services, and other functions without direct authority
- Strong executive communication and stakeholder management skills, with demonstrated ability to engage both senior customer leaders and internal executives
- Demonstrated ability to make decisions and provide leadership in ambiguous, fast-moving environments where the appropriate path may not be predefined
- Strong coaching and talent-development skills, particularly with highly experienced and independently operating technical professionals
- Ability to manage multiple strategic customer engagements and priorities while maintaining visibility into risk, progress, customer sentiment, and business impact
- Working knowledge of enterprise security, privacy, governance, and regulatory considerations associated with AI and customer experience solutions Bachelor's degree in Computer Science, Information Technology, Engineering, Data Science, Business, or a related discipline, or equivalent practical experience
Preferred Qualifications
- Experience leading teams delivering enterprise AI, conversational AI, contact center, or customer experience transformation initiatives
- Experience with Genesys Cloud or comparable enterprise CX platforms and ecosystems
- Experience moving emerging technologies from proof of concept through production deployment and broader enterprise adoption
- Experience establishing or leading rapid innovation, field engineering, AI acceleration, or emerging technology programs
- Experience developing reusable reference architectures, technical accelerators, implementation patterns, or AI governance frameworks
- Experience partnering directly with Product and Engineering organizations to translate customer engagements into product requirements and roadmap influence
- Familiarity with customer journey design, omnichannel CX, contact center operations, and enterprise process redesign
- Knowledge of industries such as financial services, healthcare, insurance, retail, travel, telecommunications, or the public sector
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.
$134,300.00 - $236,100.00Benefits:
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.
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 customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities .
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 .
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.
See All 453+ Remote Customer Success Lead Jobs
Find roles that match your experience and apply in just a few clicks.
Find JobsRemote Customer Success Lead Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software25
- Biotechnology & Pharmaceuticals3
- Retail2
- Renewable Energy2
- Accounting & Auditing2
What Employers Look For
The qualifications that appear most often in remote customer success lead jobs.
- Three or more years of customer success or account management experience in a B2B SaaS environment
- Demonstrated ability to manage a portfolio of accounts and drive net revenue retention
- Proficiency with customer success platforms such as Gainsight, Totango, or ChurnZero
- Strong executive communication skills for conducting quarterly business reviews and stakeholder presentations
- Experience with CRM tools and the ability to maintain accurate pipeline and health-score data
- Bachelor's degree in business, communications, or a related field, or equivalent work experience
Tips for Your Remote Customer Success Lead Job Search
Apply early to remote roles that fit
Migrate Mate lists remote customer success lead openings from across the U.S. in one place, so you can find roles that match your background and apply directly. Remote postings at well-known distributed companies fill fast, so checking regularly gives you a real advantage.
Show async communication skills upfront
Remote customer success leads manage relationships almost entirely through written channels. In your resume and cover letter, name the async tools you've used, like Slack, Notion, or Loom, and give a concrete example of how you resolved a customer escalation or drove an expansion conversation in writing.
Quantify retention and expansion outcomes
Remote employers can't observe your day-to-day work, so your numbers have to speak for you. Lead with gross retention rate, net revenue retention, or expansion revenue figures in your resume. Even rough figures from a small book of accounts are more persuasive than role descriptions alone.
Target remote-first companies over hybrid ones
Companies that have operated as fully distributed teams from the start are far more likely to have structured remote onboarding, async-first workflows, and genuine remote culture. Filter your search for companies with fully remote, not hybrid, postings to avoid roles that may drift back to office over time.
Remote Customer Success Lead Jobs: Frequently Asked Questions
How do I get a remote customer success lead job?
Remote customer success lead roles go to candidates who can demonstrate self-direction, strong written communication, and the ability to manage relationships without in-person contact. Remote-first SaaS companies and distributed B2B software teams hire most of these roles. What gives you an edge is showing concrete retention or expansion outcomes, comfort with async tools like Slack and Notion, and experience leading a book of accounts independently.
Which companies hire remote customer success leads?
Employers currently hiring remote customer success leads include ServiceNow, ConnecTeam, and Genesys, per current remote listings on Migrate Mate as of November 2026. These tend to be remote-first SaaS companies, cloud software platforms, and distributed B2B teams in sectors like fintech, HR tech, and enterprise software that run customer success functions entirely without a physical office.
Can you get a remote customer success lead job with no experience?
Yes, but remote entry-level roles are harder to land because companies expect you to manage accounts independently from day one, without in-person onboarding or oversight. Your best path is through early-stage SaaS startups or PLG companies that hire junior customer success roles remotely. Showing documented outcomes from any client-facing work, volunteer projects, or a structured onboarding case study can open the door.
Do you need a degree for remote customer success lead jobs?
Not always. Remote employers in SaaS and technology weigh demonstrated results, product knowledge, and client communication skills heavily alongside or instead of a degree. Retention metrics, net revenue retention improvements, or a portfolio of onboarding and expansion work can carry more weight than formal credentials, especially at growth-stage companies hiring distributed customer success teams.
Which industries hire the most remote customer success leads?
The sectors hiring the most remote customer success leads are Technology & Software, Biotechnology & Pharmaceuticals, and Retail, based on current remote listings on Migrate Mate as of November 2026. These industries rely on distributed customer success teams because their products are delivered entirely online, making geography irrelevant and remote-first hiring a natural fit.
See All 453+ Remote Customer Success Lead Jobs
Find roles that match your experience and apply in just a few clicks.
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