Customer Success Director

Genesys

. Own a portfolio of enterprise customers as the primary strategic advisor .

Posted 9/24/2026full-timeRemote • United StatesLead💰 $128,700 - $226,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in driving customer success through strategic planning, relationship management, and data-driven insights within a SaaS environment. Proficient in leveraging customer experience platforms and CRM tools to enhance customer retention and revenue growth.

Highest-signal resume keywords

Customer Success ManagementSaaS Revenue GrowthC-Level Executive EngagementData Analysis and PresentationGenesys Cloud Platform Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success PlanningRevenue Growth StrategiesData AnalysisTechnical Capability TranslationRisk Mitigation Strategies

Soft Skills

Strong CommunicationStakeholder ManagementStrategic Thinking

Tools & Technologies

SalesforceGainsightCCaaS Platforms

Industry Keywords

Enterprise Account ManagementCustomer Experience PlatformsCustomer RetentionCustomer AdvocacyNet Promoter Score

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own a portfolio of enterprise customers as the primary strategic advisor
Develop and execute Customer Success Plans aligned with customer objectives, measurable KPIs, and platform adoption strategies
Lead executive engagement through regular business reviews
Drive adoption and utilization of Genesys solutions to strengthen retention and accelerate expansion
Identify and advance expansion opportunities aligned with evolving customer business needs
Implement proactive risk mitigation strategies to improve customer health, reduce churn, and protect recurring revenue
Build and scale customer advocacy by increasing referenceability, satisfaction, and Net Promoter Score outcomes
Partner with Sales, Professional Services, Renewals, and Onboarding teams for seamless lifecycle execution
Influence territory and account strategies through data-driven insights and internal resource alignment
Translate complex technical capabilities into clear business value for executive stakeholders

Requirements

What you’ll need

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

Comp & perks

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
Mentorship, learning programs, leadership development and education support
Paid volunteer time
August Free Fridays
Well-being resources
Regionally tailored programs for employees and their families
Commission or performance-based bonus opportunities may be available