Customer Success Director

🔥 1 minute ago

⛰️ Colorado, Illinois, +3 more states – Remote

⛰️ Colorado – Remote 🌽 Illinois – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote

💵 $128.7k - $226.3k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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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 and elevate how Genesys builds long term enterprise customer value through strategic partnerships • Act as a trusted advisor to executive stakeholders and guide transformation strategies • Align cross functional teams to deliver consistent value throughout the customer lifecycle • Lead strategic partnerships that drive adoption, retention, and expansion across a global portfolio • Shape how organizations realize the potential of AI powered customer experience solutions • Influence revenue growth, customer outcomes, product adoption, and customer advocacy • Lead executive business reviews to track progress, demonstrate value, and align future growth opportunities • Drive solution adoption and utilization to strengthen retention and accelerate account expansion • Identify expansion opportunities aligned to evolving customer business needs • Mitigate customer risks, improve customer health, reduce churn, and protect recurring revenue • Increase customer reference ability, satisfaction, and Net Promoter Score outcomes • Partner with Sales, Professional Services, Renewals, and Onboarding teams for seamless lifecycle execution • Deliver data driven insights and align internal resources to customer priorities • Translate technical capabilities into business value for executive stakeholders

🎯 Requirements

• Own a portfolio of enterprise customers, acting as the primary strategic advisor to drive business outcomes and long term value realization • 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 • Identify and advance expansion opportunities • Implement proactive risk mitigation strategies • Build and scale customer advocacy • Partner cross functionally with Sales, Professional Services, Renewals, and Onboarding teams • Influence territory and account strategies using data driven insights • Translate complex technical capabilities into clear business value • 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 • 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