Note: The job is a remote job and is open to candidates in USA. Genesys is a company that empowers organizations to create the best customer and employee experiences through AI-powered technology. The Customer Success Director will lead strategic partnerships to drive adoption, retention, and revenue growth while ensuring that customers realize the full potential of AI-powered customer experience solutions.
Responsibilities
- Own a portfolio of enterprise customers, acting as the primary strategic advisor to drive business outcomes and long term value realization
- Develop and execute Customer Success Plans that align customer objectives with measurable KPIs and platform adoption strategies
- Lead executive engagement through regular business reviews that track progress, demonstrate value, and align on future growth opportunities
- Drive adoption and utilization of Genesys solutions to strengthen retention and accelerate expansion across accounts
- Identify and advance expansion opportunities by aligning product capabilities to evolving customer business needs
- Implement proactive risk mitigation strategies that improve customer health, reduce churn, and protect recurring revenue
- Build and scale customer advocacy by increasing referenceability, satisfaction, and Net Promoter Score outcomes
- Partner cross functionally with Sales, Professional Services, Renewals, and Onboarding teams to ensure seamless lifecycle execution
- Influence territory and account strategies by delivering data driven insights and aligning internal resources to customer priorities
- Translate complex technical capabilities into clear business value for executive stakeholders
Skills
- 10 or more years of experience in technology, consulting, or enterprise account management roles
- Bachelor's degree in a technology or business related field
- Proven track record of driving revenue growth and customer retention within a SaaS environment
- Demonstrated experience building and maintaining relationships with C level executives
- Strong understanding of customer experience platforms and enterprise SaaS solutions
- Proficiency with CRM and customer success tools such as Salesforce and Gainsight
- Advanced data analysis skills with the ability to present insights to executive audiences
- Strong communication, stakeholder management, and strategic thinking capabilities
- Ability to manage complex enterprise customer environments across technical and business dimensions
- Experience working with CCaaS platforms, ecosystems, and enterprise customer experience strategies
- Familiarity with Genesys Cloud platform and related technologies
- Experience driving customer transformation initiatives at enterprise scale
- Demonstrated thought leadership within the customer experience domain
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
- Paid volunteer time
- August Free Fridays
- Well-being resources
- Regionally tailored programs for employees and their families
Company Overview