Senior Director, Customer Success Transformation

🔥 0 minutes ago

🏄 California, North Carolina, +1 more states – Remote

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

💵 $191.7k - $337.1k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Architect the future-state Customer Success operating model • Partner with executive leadership to define strategic choices, transformation priorities, and multi-year roadmaps • Connect transformation initiatives into a coherent portfolio • Lead strategic transformation initiatives from problem definition and future-state design through incubation, proof, scale, and transition into the business • Design operating and commercial models enabling standardization, productization, continuous value realization, and scalable growth • Work across Sales, Product, Finance, Operations, HR, Enablement, and Innovation • Translate AI and emerging technologies into business transformation opportunities • Build executive narratives, decision frameworks, and governance mechanisms • Build trusted relationships with senior leaders and influence decisions without direct authority

🎯 Requirements

• 10+ years of experience in strategic transformation, operating model design, strategy, business operations, or related leadership roles within enterprise SaaS or technology organizations • Demonstrated experience designing and implementing new operating models, business models, customer-facing capabilities, or transformation strategies • Deep understanding of Customer Success, Professional Services, and/or customer-facing SaaS operating models • Strong understanding of recurring-revenue SaaS economics • Experience translating AI and emerging technology capabilities into business and organizational transformation opportunities • Experience leading complex global change in highly matrixed organizations • Exceptional strategic problem-solving and executive influence • Strong commercial, analytical, and financial acumen • Data-driven approach to identifying opportunities, building business cases, prioritizing investments, and measuring impact • Experience driving organizational change and adoption across geographically dispersed teams • Bachelor's degree or equivalent experience; advanced degree preferred

🏖️ 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 • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families • Mentorship, learning programs, leadership development and education support