Customer Success Director

This is a fully remote position, open to applicants in Colorado, +4 more states.

📋 Description

• Take ownership of and enhance the way Genesys cultivates long-term enterprise customer value through strategic partnerships.

• Serve as a trusted advisor to executive stakeholders and steer transformation initiatives.

• Align cross-functional teams to provide consistent value across the customer lifecycle.

• Lead strategic partnerships that promote adoption, retention, and growth across a global portfolio.

• Shape how organizations harness the potential of AI-driven customer experience solutions.

• Drive revenue growth, improve customer outcomes, increase product adoption, and foster customer advocacy.

• Conduct executive business reviews to monitor progress, showcase value, and identify future growth prospects.

• Propel solution adoption and utilization to enhance retention and speed up account expansion.

• Identify growth opportunities that align with evolving customer business requirements.

• Mitigate customer risks, enhance customer health, lower churn rates, and safeguard recurring revenue.

• Boost customer referenceability, satisfaction, and Net Promoter Score results.

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

• Provide data-driven insights and align internal resources with customer priorities.

• Translate technical capabilities into business value for executive stakeholders.

⛳️ Requirements

• Manage a portfolio of enterprise customers, serving as the main strategic advisor to drive business outcomes and long-term value realization.

• Develop and implement Customer Success Plans that align with customer goals, measurable KPIs, and platform adoption strategies.

• Lead executive engagement through regular business reviews.

• Promote the adoption and utilization of Genesys solutions.

• Identify and pursue expansion opportunities.

• Execute proactive risk mitigation strategies.

• Build and enhance customer advocacy.

• Collaborate cross-functionally with Sales, Professional Services, Renewals, and Onboarding teams.

• Influence territory and account strategies using data-driven insights.

• Convert complex technical capabilities into clear business value.

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

• Hold a Bachelor’s degree in a technology or business-related field.

• Demonstrate a proven track record of driving revenue growth and customer retention in a SaaS environment.

• Exhibit experience in building and maintaining relationships with C-level executives.

• Have a strong understanding of customer experience platforms and enterprise SaaS solutions.

• Be proficient with CRM and customer success tools such as Salesforce and Gainsight.

• Possess advanced data analysis skills.

• Have the ability to manage complex enterprise customer environments across both technical and business dimensions.

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

• Be familiar with the Genesys Cloud platform and related technologies.

• Have experience in driving customer transformation initiatives at an enterprise scale.

• Demonstrate thought leadership within the customer experience domain.

🏝️ 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.

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

• Paid volunteer time.

• August Free Fridays.

• Well-being resources.

• Regionally tailored programs for employees and their families.