Customer Success, Director

Customer Success Manager, Director

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.

• 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 toward 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Travel:
  Less than 30%.

$ - $. This role may be eligible for a commission or performance-based bonus.

• 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.

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, national origin, genetics, disability, military, veteran status, and other protected characteristics.