Genesys
Overview
Join to apply for the
Customer Success Director, Strategic
role at
Genesys . 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. Join the team and create the future of customer experience together. 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 strategic 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
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. 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% Compensation & Benefits
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 Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. We encourage applicants to apply even if they do not meet every listed requirement. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Note
The remaining content appears to be other job postings and location details not directly related to the described role and has been omitted to maintain focus on the Customer Success Director, Strategic position.
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Join to apply for the
Customer Success Director, Strategic
role at
Genesys . 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. Join the team and create the future of customer experience together. 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 strategic 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
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. 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% Compensation & Benefits
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 Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. 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, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. We encourage applicants to apply even if they do not meet every listed requirement. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Note
The remaining content appears to be other job postings and location details not directly related to the described role and has been omitted to maintain focus on the Customer Success Director, Strategic position.
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