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Customer Success Director

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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 Manager, Director

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 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)

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

5+ 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.

$120,400.00 - $223,600.00

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.

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CEO of Genesys

Tony Bates

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Average salary estimate

$172000 / YEARLY (est.)

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$120400K

$223600K

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What You Should Know About Customer Success Director, Genesys

Are you ready to take the next step in your career as a Customer Success Director at Genesys? In this exciting role based in beautiful North Carolina, you'll have the opportunity to foster deep, long-lasting relationships with our enterprise customers. Genesys is all about empowering organizations to create stellar experiences for their customers and employees, and as a Customer Success Director, you'll be at the forefront of making that happen. You'll work hand-in-hand with a portfolio of clients, guiding them to realize their customer experience vision while orchestrating effective strategies that drive impressive business outcomes. Your day-to-day will involve developing Customer Success Plans that function as actionable roadmaps, leading Executive Business Reviews to keep everyone on track, and collaborating with other teams to ensure a smooth experience for our clients. With over 6,000 passionate employees embracing empathy and collaboration, your insights and leadership will be valued as we work together to create the future of customer experience. Whether you're analyzing success metrics or preparing for high-stakes presentations with C-level executives, your role will be both dynamic and rewarding. Plus, with our commitment to your career growth and a competitive salary range that can go up to $223,600 based on your qualifications, you'll find yourself in a place that truly values your ambition and expertise. Ready to embark on this journey with us? Join Genesys and help reshape the way customers connect with brands!

Frequently Asked Questions (FAQs) for Customer Success Director Role at Genesys

What are the key responsibilities of a Customer Success Director at Genesys?

As a Customer Success Director at Genesys, you'll manage a diverse portfolio of enterprise clients, guiding them through their customer experience journey. Key responsibilities include developing Customer Success Plans tailored to client needs, conducting Executive Business Reviews to track performance, and collaborating with internal teams to ensure successful solution implementation. Your goal is to foster strong partnerships, advocate for customer success, and ultimately drive significant business outcomes while tracking adoption metrics.