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

About the Role

Be the one building AI‑powered experiences where they matter most. As a Customer Success Director at Genesys, you will help organisations create better customer experiences through AI‑powered experience orchestration. Your focus will be on building life‑long relationships with our most strategic global customers, advising and equipping them to achieve their customer experience (CX) vision.

Key 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.

Required 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.

Benefits

• AI at enterprise scale – Build, support and operate AI‑powered technology used by more than 8,000 organisations worldwide.
• A flexible‑first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future‑ready skills through mentorship, learning programmes, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well‑being resources and regionally tailored programmes for employees and their families.
• Recognised globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, contact us at [e-mail]. You can expect a response within 24–48 hours. For assistance, click the email link above to open a pre‑filled message.

Equal Opportunity Employer

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, colour, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.