Customer Success Director

🔥 0 minutes ago

🏄 California, Illinois, +2 more states – Remote

🏄 California – Remote 🌽 Illinois – Remote 🌲 North Carolina – Remote 🤠 Texas – Remote

💵 $128.7k - $226.3k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

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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

• Own a portfolio of enterprise customers as the primary strategic advisor • Develop and execute Customer Success Plans aligned with customer objectives, measurable KPIs, and platform adoption strategies • Lead executive engagement through regular business reviews • Drive adoption and utilization of Genesys solutions to strengthen retention and accelerate expansion • Identify and advance expansion opportunities aligned with evolving customer business needs • Implement proactive risk mitigation strategies to improve customer health, reduce churn, and protect recurring revenue • Build and scale customer advocacy by increasing referenceability, satisfaction, and Net Promoter Score outcomes • Partner with Sales, Professional Services, Renewals, and Onboarding teams for seamless lifecycle execution • Influence territory and account strategies through data-driven insights and internal resource alignment • Translate complex technical capabilities into clear business value for executive stakeholders

🎯 Requirements

• 10 or more years of experience in technology, consulting, or enterprise account management roles • Bachelor's degree in a technology or business related field • Proven track record of driving revenue growth and customer retention within a SaaS environment • Demonstrated experience building and maintaining relationships with C level executives • Strong understanding of customer experience platforms and enterprise SaaS solutions • Proficiency with CRM and customer success tools such as Salesforce and Gainsight • Advanced data analysis skills with the ability to present insights to executive audiences • Strong communication, stakeholder management, and strategic thinking capabilities • Ability to manage complex enterprise customer environments across technical and business dimensions • Experience working with CCaaS platforms, ecosystems, and enterprise customer experience strategies • Familiarity with Genesys Cloud platform and related technologies • Experience driving customer transformation initiatives at enterprise scale • Demonstrated 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 • Commission or performance-based bonus opportunities may be available