AI-Driven Customer Success Director

Genesys; Amsterdam; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

AI at enterprise scale

Flexible-first culture

Growth in the AI era

Well-being resources

Global employer

Job summary

Genesys is seeking a Customer Success Director to build AI-powered customer experiences for our strategic global clients in Amsterdam. You’ll lead senior executives, define account strategy, and drive adoption of Genesys solutions to achieve measurable value and renewal, with a cross-functional team.

You will mentor managers, collaborate with sales, product, and services teams, and ensure long-term customer success by delivering executive reviews and strategic growth plans.

Qualifications

• 10+ years’ experience in a customer-facing role in a contact centre or related industry.
• Bachelor’s Degree in a technology- or business-related field.
• Strong ability to build relationships and proactively engage using digital touch capabilities.
• Experience managing multiple large, complex global customers and handling several millions in revenue.
• Ability to thrive in a dynamic environment.
• Excellent interpersonal, written and verbal presentation skills.
• Leadership profile that unifies, influences and inspires cross-functional teams to meet changing customer needs.
• Experience with productivity tools including PowerPoint, Excel and Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms.
• Fluent Dutch and English language skills. Other EU languages are a bonus.

Responsibilities

• Build relationships with senior customer executives and orchestrate account strategy through cross-functional team alignment to ensure excellence in customer onboarding, retention, growth and advocacy.
• Coach and mentor other Customer Success managers, share best practices with the global customer success community, and develop strong relationships with cross-functional colleagues.
• Build effective relationships with C-Level executives to understand customers’ business pain points, prescribe relevant products and services that solve those pain points, and move the needle on their value drivers and KPIs.
• Bring deep vertical knowledge and recommendations on adoption of use cases and services to achieve key customer business outcomes.
• Create Customer Success plans that drive overall adoption and value realization.
• Act as an escalation point to work with cross-functional colleagues to resolve issues quickly, ensuring focus on strategic conversations with the customer.
• Drive participation in executive round tables, peer reviews, advocacy programs and other Genesys events.
• Establish a regular cadence of Executive Business Reviews to track value realization and progress toward stated business objectives.
• Prepare and deliver account reviews to define and align account renewal and growth strategies.
• Work in a cross-functional account team to align on account strategy and operations, including joint management of cross-sell/up-sell opportunities and driving incremental bookings.
• Partner with Solution Consulting to define personalized adoption and expansion of new capabilities, and with Professional Services to leverage services that drive adoption and value realization pre- and post-go-live.
• Collaborate with Technical Account Managers to jointly realize technical and business success of customers.
• Collaborate with Renewal leaders to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
• Partner with Product Management to address product gaps and capture ideas, and with Business Consulting to identify the value realization strategy.

Skills

Relationship building

Cross-functional collaboration

Leadership

Communication

Dutch & English fluency

Education

Bachelor's degree in technology or business

Tools

PowerPoint

Excel

Word

Salesforce

Gainsight

Job description

Genesys is seeking a Customer Success Director to build AI-powered customer experiences for our strategic global clients in Amsterdam. You’ll lead senior executives, define account strategy, and drive adoption of Genesys solutions to achieve measurable value and renewal, with a cross-functional team.

You will mentor managers, collaborate with sales, product, and services teams, and ensure long-term customer success by delivering executive reviews and strategic growth plans.