Customer Success Director

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.

Customer Success Director - Australia (FSI)

The Customer Success Director is an individual contributor responsible for driving customer value creation, business transformation in the FSI vertical, and growth across a portfolio of strategic enterprise accounts. This position offers opportunities for candidates based in Melbourne, Sydney, or Brisbane.

Working directly with customers and cross-functional internal teams, the Customer Success Director leads complex initiatives, shapes customer success strategies, and ensures delivery of measurable business outcomes. The role serves as a trusted advisor to senior customer stakeholders, aligning Genesys solutions and capabilities to the customer’s strategic priorities and long-term transformation goals.

In addition to managing a portfolio of key accounts, the Customer Success Director provides leadership across customer engagements to elevate value realization, strengthen executive relationships, and enhance execution across the post-sale customer lifecycle. The role partners closely with Sales, Professional Services, Technical Account Management, and Customer Success teams to drive adoption, innovation, retention, and expansion opportunities while ensuring an exceptional customer experience.

What You’ll Do:

In this role, the primary responsibilities include (but are not limited to):

• Own and drive customer outcomes across a portfolio of strategic accounts, with accountability for retention, expansion, and long-term value realisation.

• Lead the execution of customer success strategies, focusing on transformation to meet and exceed customer business objectives.

• Partner with marketing to integrate Genesys's point of view on specific subject matter areas within customer experience and the contact centre.

• Facilitate and or lead strategic workshops with customers to uncover opportunities for value creation and optimisation, leveraging Digital & AI to align with their business goals.

• Execute strategic initiatives that align with Genesys long-term vision for customer experience (CX) and innovation.

• Serve as a strategic advisor to Customer Success Managers (CSMs), applying structured problem solving and value based thinking to provide guidance on complex customer situations and drive best practices across the team.

• Manage a portfolio of high-impact customers, serving as their primary executive contact and advocate throughout their CX journey.

• Understand customers’ business value drivers, success criteria, and KPIs to develop and execute comprehensive Customer Success Plans that demonstrate tangible value.

• Prescribe and ensure the adoption of the right strategies, products, and services to achieve key customer business outcomes.

• Establish and lead regular Executive Business Reviews with customers to track progress and adjust strategies as needed.

• Drive collaboration with adjacent functions, such as Onboarding, Professional Services, Renewal Management, and Sales, to ensure seamless customer journeys and outcomes.

• Take ownership of strategic internal initiatives and continuous improvement programs to drive customer success and growth.

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

• Establish shared accountability with adjacent functions at key points in the customer journey, including:

  • Onboarding Specialists: Ensure new customers are systematically introduced into Genesys and begin to realise value as rapidly as possible.

  • Professional Services: Ensure that implementations progress smoothly to go-live.

  • Renewal Managers: Drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.

  • Sales: Identify cross-sell/up-sell opportunities and drive incremental bookings.

• Perform ad-hoc duties as directed by Management.

You’ll Bring

• 12+ years of experience in a technology-related field, with exposure to management consulting and/or value consulting, with demonstrated ability or clear potential to develop these capabilities

• Proven track record of executing on internal strategic initiatives end-to-end, ensuring alignment with organisational goals and driving successful outcomes.

• Proven track record in executing and delivering solutions and driving transformation initiatives for customers.

• Bachelor’s Degree in a technology or business-related field; an advanced degree (MBA or equivalent) is preferred.

• Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.

• Excellent interpersonal, presentation, and communication skills, both written and verbal.

• Proficient in productivity tools including PowerPoint, Excel, Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms.

• A positive attitude, high willingness to learn, and adaptability to new challenges.

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Australia.

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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:

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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.