Customer Success, Director
AI summary of the role
This Director-level Customer Success role manages a portfolio of enterprise customers for Genesys Cloud, acting as the primary business point of contact to drive adoption, retention, and expansion.
No longer in the current catalog. Last included 2026-09-09. Check the employer’s posting for availability.
What you’ll do
- Manage a portfolio of enterprise 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.
- Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
What you’ll bring
- 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.
Technologies
Genesys Cloud · CCaaS · Salesforce · Gainsight · Microsoft Office Suite · CRM
About Genesys
AI-powered cloud contact center platform (Genesys Cloud) enabling enterprise customer experience orchestration across voice, digital, and workforce channels.
Private Late · 5000+ people
Source and classification
Customer adoption & accounts · Evidence for this classification:
organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement. 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
More from the job description
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. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Customer Success Manager, Director About Genesys Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement. Position Purpose The Customer Success Manager (CSM) Director role is focused on establishing life-long relationships between Genesys an [... source excerpt omitted ...] g 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 enterprise 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 crit [... source excerpt omitted ...] & 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. Pr
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