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.
Role Overview:
Own and elevate how Genesys builds long term enterprise customer value by leading strategic partnerships that drive adoption, retention, and expansion across a global portfolio. This role directly influences revenue growth and customer outcomes by shaping how organizations realize the full potential of AI powered customer experience solutions. At Genesys, we enable brands to deliver empathetic, personalized experiences at scale, and this role ensures that vision translates into measurable business impact for our customers. You will act as a trusted advisor to executive stakeholders, guiding transformation strategies while aligning cross functional teams to deliver consistent value throughout the customer lifecycle. This is a highly visible leadership role with influence across revenue, product adoption, and customer advocacy, offering the opportunity to shape enterprise success at scale.
Key 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
Required Qualifications:
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
Preferred Qualifications:
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
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$128,700.00 - $226,300.00
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
Click here to view a summary overview of our Benefits.
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.
Next, you'll meet the hiring manager and other members of the interview team.
We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
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Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people,