Customer Success, Director

Genesys•New York, SC

2d•$128,700 - $226,300•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

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