Customer Success Director

Genesys; Chicago (IL); Hybrid; USD 129,000 - 226,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Telehealth

Work-from-home opportunities

Open Paid Time Off

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys is seeking a Customer Success Director in North America Central Region to own and elevate enterprise customer value. You will lead strategic partnerships, influence revenue growth, and align cross-functional teams to deliver measurable outcomes across the customer lifecycle.

You will act as a trusted advisor to executives, translate complex AI-powered capabilities into business value, and drive adoption and retention at scale within a global portfolio.

Qualifications

• Own a portfolio of enterprise customers and act as the primary strategic advisor.
• Develop and execute Customer Success Plans aligned to KPIs and platform adoption goals.
• Lead executive engagement through regular business reviews to track progress and value.
• Drive adoption and utilization to strengthen retention and expand across accounts.
• Identify and advance expansion opportunities by aligning product capabilities to customer needs.
• Implement proactive risk mitigation to improve health and protect recurring revenue.
• Build customer advocacy with higher referenceability and NPS outcomes.
• Partner cross-functionally with Sales, Professional Services, Renewals, and Onboarding teams.

Responsibilities

• 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 that align customer objectives with measurable KPIs and platform adoption strategies
• Lead executive engagement through regular business reviews that track progress, demonstrate value, and align on future growth opportunities
• Drive adoption and utilization of Genesys solutions to strengthen retention and accelerate expansion across accounts
• Identify and advance expansion opportunities by aligning product capabilities to evolving customer business needs
• Implement proactive risk mitigation strategies that improve customer health, reduce churn, and protect recurring revenue
• Build and scale customer advocacy by increasing reference ability, satisfaction, and Net Promoter Score outcomes
• Partner cross functionally with Sales, Professional Services, Renewals, and Onboarding teams to ensure seamless lifecycle execution
• Influence territory and account strategies by delivering data driven insights and aligning internal resources to customer priorities
• Translate complex technical capabilities into clear business value for executive stakeholders

Skills

Executive engagement

Strategic customer success

SaaS revenue growth

Cross-functional leadership

Data-driven insights

Stakeholder management

Education

Bachelor's degree in technology or business

Tools

Salesforce

Gainsight

Job description

Introduction

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day.

Position Details

Job Title: Customer Success Director
Location: North America Central Region

Summary

Own and elevate how Genesys builds long term enterprise customer value by leading strategic partnerships that drive adoption, retention, and expansion across a global portfolio. This role directly influences revenue growth and customer outcomes by shaping how organizations realize the full potential of AI powered customer experience solutions. At Genesys, we enable brands to deliver empathetic, personalized experiences at scale, and this role ensures that vision translates into measurable business impact for our customers. You will act as a trusted advisor to executive stakeholders, guiding transformation strategies while aligning cross functional teams to deliver consistent value throughout the customer lifecycle. This is a highly visible leadership role with influence across revenue, product adoption, and customer advocacy, offering the opportunity to shape enterprise success at scale.

Minimum 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 that align customer objectives with measurable KPIs and platform adoption strategies
• Lead executive engagement through regular business reviews that track progress, demonstrate value, and align on future growth opportunities
• Drive adoption and utilization of Genesys solutions to strengthen retention and accelerate expansion across accounts
• Identify and advance expansion opportunities by aligning product capabilities to evolving customer business needs
• Implement proactive risk mitigation strategies that improve customer health, reduce churn, and protect recurring revenue
• Build and scale customer advocacy by increasing reference ability, satisfaction, and Net Promoter Score outcomes
• Partner cross functionally with Sales, Professional Services, Renewals, and Onboarding teams to ensure seamless lifecycle execution
• Influence territory and account strategies by delivering data driven insights and aligning internal resources to customer priorities
• Translate complex technical capabilities into clear business value for executive stakeholders

Desirable Skills

• 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

Preferred Qualifications

• 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

Compensation

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$128,700.00 - $226,300.00

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.

Company Culture & Values

Working at Genesys AI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.

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 programs, 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 programs for employees and their families.

Recognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or you are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [e-mail]. You can expect a response within 24-48 hours.

Equal Opportunity Employer

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, 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.