Customer Success Director, Strategic

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

About Genesys

Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement.

Position Purpose

The Customer Success Manager (CSM) Director role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption.

Key Responsibilities

Strategic Customer Partnership

• Manage a portfolio of Strategic customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.

• Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.

• Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.

• Understand and align with customers' business value drivers, success criteria, and KPIs.

• Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score)

Business Growth & Retention

• Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.

• Develop and implement strategic plans to prevent downsells and ensure customer retention.

• Proactively identify potential business leads for expansion opportunities.

• Prepare and deliver territory plans to define account strategies and align resources.

• Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.

Cross-functional Collaboration

Team with and establish shared accountability with adjacent functions including:

• Onboarding Specialists to ensure systematic customer introduction and rapid value realization.

• Professional Services to drive smooth implementation through go live.

• Renewal Managers to maintain strong forecasting and high retention rates.

• Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings.

Required Qualifications

Experience & Education

• 10+ years of experience in technology-related field, including consulting and enterprise account management.

• Bachelor’s degree in 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

• Genesys platform knowledge is a plus.

Technical Skills

• Proficiency with:

• • CRM platforms (Salesforce, Gainsight)

  • Microsoft Office Suite (PowerPoint, Excel, Word)

  • Online communities and social media platforms

• Strong data analysis and executive presentation capabilities

Professional Competencies

Strategic Leadership

• Demonstrates thought leadership in CX domain.

• Unifies, influences, and inspires cross-functional teams.

• Builds and maintains C-level relationships effectively.

• Projects confidence and credibility in executive settings.

Customer Focus

• Extremely strong customer-facing skills

• Proactive mindset with strong follow-through

• Ability to translate complex technical concepts into business value.

• Experience driving customer advocacy and satisfaction.

Business Execution

• Strong multi-tasking abilities across customer portfolio

• Excellent project and stakeholder management

• Proven track record of driving business outcomes

• Ability to manage complex enterprise relationships.

Additional Requirements

• Travel: Less than 30%

Our Commitment to Inclusion

Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses.

Accommodations

We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process, please visit our Reasonable Accommodations Form for assistance.

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.  

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.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.