Customer Success Director

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.
Genesys is hiring a Customer Success Director passionate about working with our most strategic brands. The goal of this Senior individual contributor role is to establish a life-long relationship between Genesys and Genesys’ global customers by advising and equipping them to achieve their customer experience (CX) vision.
You will need to accomplish this by taking a highly strategic and proactive approach to building lifetime senior level customer relationships. You need to have a deep understanding the customer’s business goals and pain points in order to make recommendations on how our products and services will help the customer adopt, realize value and accomplish their overall business goals.
Strategic CSD's are the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure the adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. They work closely with related functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.
Key Responsibilities
To be a strategic advocate and champion throughout the customer’s journey with Genesys. Recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly solve their problems and realize their business outcomes.
Build relationships with senior customer executives and orchestrate account strategy through cross
functional team alignment to ensure excellence in customer onboarding, retention, growth and
advocacy. Coach and mentor other Customer Success managers. Share best practices with the global
customer success community. Develop a strong relationships with cross functional colleagues.
Responsibilities / Job Duties
In this role, the primary responsibilities will include:
Build effective relationships with C-Level executives in order to understand customers’ business pain points.
Be able to prescribe the relevant products and services that will solve the pain points and move the needle on their value drivers and KPIs
Bring deep vertical knowledge and recommendations on the adoption of use cases and services to achieve the key customer business outcomes
Create Customer Success plans that drive overall adoption and value realization
Act as an escalation point to work with the cross functional colleagues to resolve issues quickly so as not to distract from strategic conversations with the customer
Drive participation in Executive round tables, peer reviews, advocacy programs and other Genesys events
Establish a regular cadence of Executive Business Reviews to track value realization and progress towards their stated business objectives
Prepare and deliver account reviews to define and align account renewal and growth strategies
Work in a cross functional account team to align on account strategy and operations:
Jointly with the Account Executive to manage the customer and identify cross-sell/up-sell opportunities and drive incremental bookings
Solution Consulting to define personalized adoption and expansion of new capabilities
Professional Services to leverage their suite of services to drive adoption and value realization pre and post go live
Technical Account Manager to jointly realize the technical and business success of the customers
Renewal leaders to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue
Product Management to address product gaps and capture ideas
Business Consulting to identify the value realization strategy
Required Qualifications
10+ years’ experience in a customer-facing role in a contact center or related industry
Bachelor’s Degree in a technology- or business-related field
Strong ability to build relationships and proactive engagement using digital touch capabilities.
Ability to manage multiple large, complex global customers and experience with managing several millions in revenue.
Ability to thrive in a dynamic environment
Excellent interpersonal, and presentation skills – both written and verbal
Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers
Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms
Fluent Dutch and English language skills. Any other EU language is a bonus!
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.