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Genesys

Customer Success Director

Genesys

. Own and elevate how Genesys builds long term enterprise customer value through strategic partnerships .

Posted 9/21/2026full-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 partnerships, focusing on enterprise customer value realization and adoption of SaaS solutions. Proficient in translating technical capabilities into business value while managing complex customer environments and fostering executive relationships.

Highest-signal resume keywords
Customer Success ManagementSaaS Solutions ExpertiseExecutive EngagementData Analysis SkillsRisk Mitigation Strategies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Customer Success PlansRevenue Growth StrategiesCustomer RetentionEnterprise Account ManagementTechnical Capability TranslationExpansion Opportunity IdentificationCustomer Experience PlatformsCCaaS PlatformsGenesys Cloud FamiliarityAdvanced Data Analysis
Soft Skills
Relationship BuildingInfluencing SkillsStrategic ThinkingCross-Functional CollaborationThought Leadership
Tools & Technologies
SalesforceGainsightCRM ToolsAI Powered SolutionsCustomer Advocacy Tools
Industry Keywords
Customer ExperienceEnterprise SaaSTransformation InitiativesCustomer Lifecycle ManagementNet Promoter Score

Tech Stack

Tools & technologies
Cloud

About the role

Key responsibilities & impact
  • Own and elevate how Genesys builds long term enterprise customer value through strategic partnerships
  • Act as a trusted advisor to executive stakeholders and guide transformation strategies
  • Align cross functional teams to deliver consistent value throughout the customer lifecycle
  • Lead strategic partnerships that drive adoption, retention, and expansion across a global portfolio
  • Shape how organizations realize the potential of AI powered customer experience solutions
  • Influence revenue growth, customer outcomes, product adoption, and customer advocacy
  • Lead executive business reviews to track progress, demonstrate value, and align future growth opportunities
  • Drive solution adoption and utilization to strengthen retention and accelerate account expansion
  • Identify expansion opportunities aligned to evolving customer business needs
  • Mitigate customer risks, improve customer health, reduce churn, and protect recurring revenue
  • Increase customer reference ability, satisfaction, and Net Promoter Score outcomes
  • Partner with Sales, Professional Services, Renewals, and Onboarding teams for seamless lifecycle execution
  • Deliver data driven insights and align internal resources to customer priorities
  • Translate technical capabilities into business value for executive stakeholders

Requirements

What you’ll need
  • 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 aligned with customer objectives, measurable KPIs, and platform adoption strategies
  • Lead executive engagement through regular business reviews
  • Drive adoption and utilization of Genesys solutions
  • Identify and advance expansion opportunities
  • Implement proactive risk mitigation strategies
  • Build and scale customer advocacy
  • Partner cross functionally with Sales, Professional Services, Renewals, and Onboarding teams
  • Influence territory and account strategies using data driven insights
  • Translate complex technical capabilities into clear business value
  • 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
  • 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