Senior Director, Customer Success

🔥 13 hours ago

🇨🇦 Canada – Remote

💵 $191.5k - $251.4k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Manage a portfolio of enterprise customers as their primary business point of contact • Develop and execute Customer Success Plans • Establish and maintain Executive Business Review cadence • Align with customer business value drivers, success criteria, and KPIs • Drive customer advocacy and improve measures such as Net Promoter Score • Track adoption metrics and facilitate renewals • Prevent downsells and ensure customer retention • Identify expansion opportunities and prepare territory plans • Prescribe product features, functionality, and services to achieve customer outcomes • Advise executives on AI use cases, value hypotheses, responsible AI, governance, and data privacy • Apply AI tools in account analysis, planning, executive preparation, and daily productivity • Identify, prioritize, and build business cases for high-impact AI use cases • Drive AI capabilities from purchase through deployment, consumption, renewal, and expansion • Lead adoption from onboarding and go-live through value realization and sustained usage • Define adoption baselines, target outcomes, and measurable milestones • Run adoption working sessions, health reviews, and Executive Business Reviews • Analyze usage, consumption, and health data to identify adoption gaps and execute recovery plans • Drive customer enablement and change management • Orchestrate Onboarding, Professional Services, Support, Product, Sales, and Renewal resources • Track and report adoption indicators and outcomes to customers and leadership • Collaborate with Onboarding Specialists, Professional Services, Renewal Managers, and Sales teams

🎯 Requirements

• 10+ years of experience in a technology-related field, including consulting and enterprise account management • Bachelor’s degree in a 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 • Deep understanding of AI technologies and their application to customer experience and the contact center industry • Hands-on experience using AI tools • Proven experience designing and running customer adoption motions that deliver measurable usage, retention, and expansion results • Proficiency with CRM platforms, including Salesforce and Gainsight • Proficiency with Microsoft Office Suite: PowerPoint, Excel, and Word • Experience with online communities and social media platforms • Strong data analysis and executive presentation capabilities • Working knowledge of generative AI, virtual agents, agent assist, analytics, and automation used in CX and CCaaS • Ability to analyze product usage, consumption, and customer health data • Strong customer-facing, project management, stakeholder management, and multitasking abilities • Less than 30% travel

🏖️ Benefits

• Flexible-first culture with flexible ways of working • 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 • Potential commission or performance-based bonus opportunities • Zoom interviews and a hiring process with no more than five interviews in most cases

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume