Customer Success Director
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. 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.
Requirements
- 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.
- 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
Nice To Haves
- Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features
- Genesys platform knowledge is a plus.
Responsibilities
- Manage a portfolio of enterprise 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)
- 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.
- 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.
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
- paid volunteer time
- August Free Fridays
- well-being resources and regionally tailored programs for employees and their families.
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What This Job Offers
Job Type
Full-time
Career Level
Director
