Customer Success Director

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Manage a portfolio of enterprise clients as the key strategic advisor.

• Create and implement Customer Success Plans that align with client goals, measurable KPIs, and strategies for platform adoption.

• Facilitate executive engagement through periodic business reviews.

• Promote the adoption and usage of Genesys solutions to enhance retention and drive expansion.

• Identify and pursue expansion opportunities that align with the changing business needs of customers.

• Develop proactive risk mitigation strategies to enhance customer health, lower churn, and safeguard recurring revenue.

• Foster and expand customer advocacy by boosting referenceability, satisfaction, and Net Promoter Score outcomes.

• Collaborate with Sales, Professional Services, Renewals, and Onboarding teams to ensure smooth lifecycle execution.

• Influence territory and account strategies through data-driven insights and alignment of internal resources.

• Simplify complex technical capabilities into clear business value for executive stakeholders.

⛳️ Requirements

• Minimum of 10 years of experience in technology, consulting, or enterprise account management roles.

• Bachelor's degree in a technology or business-related discipline.

• Proven history of driving revenue growth and maintaining customer retention in a SaaS context.

• Established experience in building and sustaining relationships with C-level executives.

• Solid understanding of customer experience platforms and enterprise SaaS solutions.

• Proficient with CRM and customer success tools, including Salesforce and Gainsight.

• Advanced data analysis capabilities with the ability to present insights to executive audiences.

• Excellent communication, stakeholder management, and strategic thinking skills.

• Ability to navigate complex enterprise customer environments spanning both technical and business aspects.

• Experience with CCaaS platforms, ecosystems, and enterprise customer experience strategies.

• Familiarity with the Genesys Cloud platform and its related technologies.

• Experience leading customer transformation initiatives on an enterprise scale.

• Demonstrated thought leadership in the customer experience field.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Telehealth coverage.

• Flexible work schedules and opportunities for remote work.

• Opportunities for development and career advancement.

• Open Time Off plus 10 paid holidays.

• 401(k) matching program.

• Adoption Assistance.

• Fertility treatment support.

• Mentorship, learning programs, leadership development, and educational support.

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally customized programs for employees and their families.

• Potential for commission or performance-based bonus opportunities.