Customer Success Director

Genesys; Colorado; Remote; USD 120,000 - 224,000; Full time

Job summary

An established industry player is seeking a Customer Success Director to foster long-term relationships with enterprise clients. This pivotal role involves advising customers on achieving their customer experience vision and ensuring optimal solution implementation. You will leverage your technical expertise to drive business outcomes while collaborating with cross-functional teams to enhance customer advocacy. Join a dynamic environment that values empathy and collaboration, where your contributions can significantly impact customer loyalty and business growth. This is a unique opportunity to make a difference in the customer experience landscape.

Benefits

Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules

Development and career growth opportunities

Open Time Off

401(k) matching program

Adoption Assistance

Fertility treatments

Qualifications

• 5+ years in technology-related field, including consulting and enterprise account management.
• Successful sales track record within a SaaS organization.

Responsibilities

• Manage a portfolio of enterprise customers, providing high-touch engagement.
• Develop and execute Customer Success Plans for mutual success.
• Track and monitor adoption metrics to facilitate successful renewals.

Skills

Customer Success Management

Relationship Building

Sales Strategy

Data Analysis

Technical Presentation

Consulting

Project Management

Education

Bachelor’s degree in technology-related field

Bachelor’s degree in business-related field

Tools

Salesforce

Gainsight

Microsoft Office Suite

Job description

Customer Success Director page is loaded

Customer Success Director

Apply locations: Virtual Office (Texas), Virtual Office (Colorado), Virtual Office (Georgia), Virtual Office (Florida), Virtual Office (North Carolina)

Time type: Full time

Posted on: Posted 2 Days Ago

Job requisition id: JR106563

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Position Purpose

The Customer Success Manager (CSM) Director role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption.

Key Responsibilities

Strategic Customer Partnership

• Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
• Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
• Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
• Understand and align with customers' business value drivers, success criteria, and KPIs.
• Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score).

Business Growth & Retention

• Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
• Develop and implement strategic plans to prevent downsells and ensure customer retention.
• Proactively identify potential business leads for expansion opportunities.
• Prepare and deliver territory plans to define account strategies and align resources.
• Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.

Cross-functional Collaboration

Team with and establish shared accountability with adjacent functions including:

• Onboarding Specialists to ensure systematic customer introduction and rapid value realization.
• Professional Services to drive smooth implementation through go live.
• Renewal Managers to maintain strong forecasting and high retention rates.
• Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings.

Required Qualifications

Experience & Education

• 5+ years of experience in technology-related field, including consulting and enterprise account management.
• Bachelor’s degree in technology- or business-related field.
• Successful sales track record within a SaaS organization.
• Proven experience presenting to and building relationships with C-level executives.
• Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features.
• Genesys platform knowledge is a plus.

Technical Skills

• Proficiency with:
• CRM platforms (Salesforce, Gainsight)
• Microsoft Office Suite (PowerPoint, Excel, Word)
• Online communities and social media platforms
• Strong data analysis and executive presentation capabilities.

Professional Competencies

Strategic Leadership

• Demonstrates thought leadership in CX domain.
• Unifies, influences, and inspires cross-functional teams.
• Builds and maintains C-level relationships effectively.
• Projects confidence and credibility in executive settings.

Customer Focus

• Extremely strong customer-facing skills.
• Proactive mindset with strong follow-through.
• Ability to translate complex technical concepts into business value.
• Experience driving customer advocacy and satisfaction.

Business Execution

• Strong multi-tasking abilities across customer portfolio.
• Excellent project and stakeholder management.
• Proven track record of driving business outcomes.
• Ability to manage complex enterprise relationships.

Additional Requirements

• Travel: Less than 30%

Our Commitment to Inclusion

Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses.

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.

$120,400.00 - $223,600.00

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.

More details about our company benefits can be found at the following link: Genesys Benefits.