Senior Director, Customer Success

Genesys

. Manage a portfolio of enterprise customers as their primary business point of contact .

Posted 10/30/2026full-timeRemote • CanadaSenior💰 $191,500 - $251,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing enterprise customer relationships, driving customer success through AI technologies, and executing effective adoption strategies. Proficient in data analysis and executive presentations to enhance customer experience and retention.

Highest-signal resume keywords

Customer Success ManagementAI Technologies ApplicationSaaS Sales ExperienceCRM ProficiencyData Analysis

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Adoption StrategiesExecutive PresentationData AnalysisAI Tools ProficiencyProject Management

Soft Skills

Stakeholder ManagementRelationship BuildingMultitaskingCustomer AdvocacyChange Management

Tools & Technologies

SalesforceGainsightMicrosoft Office SuiteCCaaS PlatformsSocial Media Platforms

Industry Keywords

Enterprise Account ManagementCustomer ExperienceContact Center IndustryNet Promoter ScoreGenerative AI

About the role

Key responsibilities & impact

Manage a portfolio of enterprise customers as their primary business point of contact
Develop and execute Customer Success Plans
Establish and maintain Executive Business Review cadence
Align with customer business value drivers, success criteria, and KPIs
Drive customer advocacy and improve measures such as Net Promoter Score
Track adoption metrics and facilitate renewals
Prevent downsells and ensure customer retention
Identify expansion opportunities and prepare territory plans
Prescribe product features, functionality, and services to achieve customer outcomes
Advise executives on AI use cases, value hypotheses, responsible AI, governance, and data privacy
Apply AI tools in account analysis, planning, executive preparation, and daily productivity
Identify, prioritize, and build business cases for high-impact AI use cases
Drive AI capabilities from purchase through deployment, consumption, renewal, and expansion
Lead adoption from onboarding and go-live through value realization and sustained usage
Define adoption baselines, target outcomes, and measurable milestones
Run adoption working sessions, health reviews, and Executive Business Reviews
Analyze usage, consumption, and health data to identify adoption gaps and execute recovery plans
Drive customer enablement and change management
Orchestrate Onboarding, Professional Services, Support, Product, Sales, and Renewal resources
Track and report adoption indicators and outcomes to customers and leadership
Collaborate with Onboarding Specialists, Professional Services, Renewal Managers, and Sales teams

Requirements

What you’ll need

10+ years of experience in a technology-related field, including consulting and enterprise account management
Bachelor’s degree in a technology- or business-related field
Successful sales track record within a SaaS organization
Proven experience presenting to and building relationships with C-level executives
Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features
Deep understanding of AI technologies and their application to customer experience and the contact center industry
Hands-on experience using AI tools
Proven experience designing and running customer adoption motions that deliver measurable usage, retention, and expansion results
Proficiency with CRM platforms, including Salesforce and Gainsight
Proficiency with Microsoft Office Suite: PowerPoint, Excel, and Word
Experience with online communities and social media platforms
Strong data analysis and executive presentation capabilities
Working knowledge of generative AI, virtual agents, agent assist, analytics, and automation used in CX and CCaaS
Ability to analyze product usage, consumption, and customer health data
Strong customer-facing, project management, stakeholder management, and multitasking abilities
Less than 30% travel

Benefits

Comp & perks

Flexible-first culture with flexible ways of working
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
Potential commission or performance-based bonus opportunities
Zoom interviews and a hiring process with no more than five interviews in most cases