Genesys
Senior Director, Customer Success - Strategic Accounts
Genesys, California, Missouri, United States, 65018
Join to apply for the
Senior Director, Customer Success
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.
Position Overview The Sr. Director, Customer Success Management role leads a team of Customer Success Managers (CSMs) focused on the growth and retention of Genesys’ customers. The Director champions customers’ journeys and orchestrates the right strategies, products and services to help customers rapidly realize their business outcomes. Working closely with leaders from other Genesys functions, the Director ensures a One Genesys approach to customer success.
Key Responsibilities Team and Executive Leadership
Lead the team in managing a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight as necessary.
Coach the team to apply ‘empathy in action’ to understand customers’ business value drivers, success criteria and KPIs.
Lead and deliver compelling Executive Business Reviews (EBRs) to C‑level stakeholders, articulating strategic value, ROI and business impact.
Guide the team in preparing and presenting Quarterly Business Reviews (QBRs) that demonstrate customer success, adoption metrics and strategic roadmap alignment.
Develop and present data‑driven insights that resonate with executive stakeholders and drive strategic decision‑making.
Act as an executive escalation point for critical customer situations.
Customer Success Strategy
Support the team in helping customers achieve business outcomes through adoption of relevant Genesys products, services and best practices.
Enable the team to drive customer reference‑ability and advocacy.
Drive participation in key engagement activities such as Customer Advisory Board and Customer Roundtable.
Coach the team to apply proactive risk management for customer sentiment, turning potential risks into opportunities to delight, retain and grow customers.
Cross‑functional Collaboration
Build relationships with onboarding specialists to ensure new customers are systematically introduced into Genesys and begin to realize value rapidly.
Collaborate with professional services to ensure implementations progress smoothly to go‑live.
Work with renewal managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
Partner with sales to identify cross‑sell/up‑sell opportunities and drive incremental bookings.
Required Qualifications Experience & Education
10+ years’ experience in a SaaS CSM people management role.
10+ years’ experience as a Customer Success Manager in a fast‑growing SaaS company.
Bachelor’s or advanced degree in a technology‑ or business‑related field.
Familiarity with CX (industry and technology) to lead a consultative approach.
Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey.
Technical Skills
Proficient with productivity tools including PowerPoint, Excel and Word.
Experience with CRM tools such as Salesforce and Gainsight.
Competency with online communities and social media platforms.
Professional Competencies
Customer Focus: Building strong customer relationships and delivering customer‑centric solutions.
Strategic Mindset: Translating future possibilities into breakthrough strategies.
Analytics Mindset: Turning data insights into customer business impacts.
Foundational Product Skill: Understanding how product adoption relates to key business outcomes.
Additional Requirements
Travel: Less than 30%.
Compensation This role has a market‑competitive salary with an anticipated base compensation range of $165,600.00 – $307,600.00. Actual salaries will vary depending on a candidate’s experience, qualifications, skills and location. The role may also be eligible for 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 in addition to 10 paid holidays.
401(k) matching program.
Adoption Assistance.
Fertility treatments.
About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI‑Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise.
Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, please contact reasonable.accommodations@genesys.com.
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.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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Senior Director, Customer Success
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.
Position Overview The Sr. Director, Customer Success Management role leads a team of Customer Success Managers (CSMs) focused on the growth and retention of Genesys’ customers. The Director champions customers’ journeys and orchestrates the right strategies, products and services to help customers rapidly realize their business outcomes. Working closely with leaders from other Genesys functions, the Director ensures a One Genesys approach to customer success.
Key Responsibilities Team and Executive Leadership
Lead the team in managing a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight as necessary.
Coach the team to apply ‘empathy in action’ to understand customers’ business value drivers, success criteria and KPIs.
Lead and deliver compelling Executive Business Reviews (EBRs) to C‑level stakeholders, articulating strategic value, ROI and business impact.
Guide the team in preparing and presenting Quarterly Business Reviews (QBRs) that demonstrate customer success, adoption metrics and strategic roadmap alignment.
Develop and present data‑driven insights that resonate with executive stakeholders and drive strategic decision‑making.
Act as an executive escalation point for critical customer situations.
Customer Success Strategy
Support the team in helping customers achieve business outcomes through adoption of relevant Genesys products, services and best practices.
Enable the team to drive customer reference‑ability and advocacy.
Drive participation in key engagement activities such as Customer Advisory Board and Customer Roundtable.
Coach the team to apply proactive risk management for customer sentiment, turning potential risks into opportunities to delight, retain and grow customers.
Cross‑functional Collaboration
Build relationships with onboarding specialists to ensure new customers are systematically introduced into Genesys and begin to realize value rapidly.
Collaborate with professional services to ensure implementations progress smoothly to go‑live.
Work with renewal managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
Partner with sales to identify cross‑sell/up‑sell opportunities and drive incremental bookings.
Required Qualifications Experience & Education
10+ years’ experience in a SaaS CSM people management role.
10+ years’ experience as a Customer Success Manager in a fast‑growing SaaS company.
Bachelor’s or advanced degree in a technology‑ or business‑related field.
Familiarity with CX (industry and technology) to lead a consultative approach.
Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey.
Technical Skills
Proficient with productivity tools including PowerPoint, Excel and Word.
Experience with CRM tools such as Salesforce and Gainsight.
Competency with online communities and social media platforms.
Professional Competencies
Customer Focus: Building strong customer relationships and delivering customer‑centric solutions.
Strategic Mindset: Translating future possibilities into breakthrough strategies.
Analytics Mindset: Turning data insights into customer business impacts.
Foundational Product Skill: Understanding how product adoption relates to key business outcomes.
Additional Requirements
Travel: Less than 30%.
Compensation This role has a market‑competitive salary with an anticipated base compensation range of $165,600.00 – $307,600.00. Actual salaries will vary depending on a candidate’s experience, qualifications, skills and location. The role may also be eligible for 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 in addition to 10 paid holidays.
401(k) matching program.
Adoption Assistance.
Fertility treatments.
About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI‑Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise.
Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, please contact reasonable.accommodations@genesys.com.
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.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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