Customer Success Director

locations

Virtual Office (Virginia)
Illinois, USATexas, USA Arkansas, USA Colorado, USAView All 6 Locations time type

Full time posted on Posted Todayjob requisition idJR
112412

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.

Job Title:

Customer Success Director

Location:

North America Central Region

Summary:

Own and elevate how Genesys builds long term enterprise customer value by leading strategic partnerships that drive adoption, retention, and expansion across a global portfolio. This role directly influences revenue growth and customer outcomes by shaping how organizations realize the full potential of AI powered customer experience solutions. At Genesys, we enable brands to deliver empathetic, personalized experiences at scale, and this role ensures that vision translates into measurable business impact for our customers.

You will act as a trusted advisor to executive stakeholders, guiding transformation strategies while aligning cross functional teams to deliver consistent value throughout the customer lifecycle. This is a highly visible leadership role with influence across revenue, product adoption, and customer advocacy, offering the opportunity to shape enterprise success imum Requirements:

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 reference ability, 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

Desirable

Skills:

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

Preferred Qualifications:

Experi…