Customer Success, Director

The Customer Success Manager (CSM) Director role is focused on establishing lifelong relationships with Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. Position Purpose This highly consultative position champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while utilizing deep technical expertise to ensure optimal solution implementation and adoption. Key Responsibilities Strategic Customer Partnership Manage a portfolio of enterprise customers as the primary business point of contact, delivering high‑touch engagement throughout the CX journey. Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success. Establish and maintain a 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 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 Collaborate and establish shared accountability with Onboarding Specialists, Professional Services, Renewal Managers, and Sales teams. Required Qualifications 10+ years of experience in technology‑related fields, including consulting and enterprise account management. Bachelor’s degree in a 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 the CX domain, unifies, influences, and inspires cross‑functional teams, builds and maintains C‑level relationships, and projects confidence in executive settings. Customer Focus: Extremely strong customer‑facing skills, proactive mindset, excellent follow‑through, translates complex technical concepts into business value, and drives customer advocacy and satisfaction. Business Execution: Strong multi‑tasking across the customer portfolio, excellent project and stakeholder management, and proven track record of driving business outcomes and managing 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. 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 let us know. Compensation Base salary range: $128,700.00 – $226,300.00, with potential commission or performance‑based bonus opportunities. Benefits Medical, Dental, and Vision Insurance. Telehealth coverage. Flexible work schedules and work‑from‑home opportunities. Development and career growth opportunities. Open Time Off plus 10 paid holidays. 401(k) matching program. Adoption Assistance. Fertility treatments. #J-18808-Ljbffr 8100 United States - Genesys Cloud Services, Inc.