Customer Success Director

Genesys; Louisville (KY); On-site; USD 128,700 - 226,300; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules

Career growth opportunities

Open Time Off + 10 paid holidays

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys is seeking a senior leader to own and elevate enterprise customer value across a global portfolio. You will guide strategic partnerships, drive adoption and retention, and shape transformation outcomes for executive stakeholders.

This highly visible role influences revenue and customer advocacy across the customer lifecycle. You will partner with Sales, Professional Services, Renewals, and Onboarding teams to ensure seamless lifecycle execution while translating complex capabilities into

Qualifications

• 10+ 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.

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 referenceability, 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

Strong communication

Executive stakeholder management

Strategic thinking

Data analysis

Customer success leadership

Education

Bachelor’s degree in technology or business

Tools

Salesforce

Gainsight

Job description

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.

Role Overview

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.

Key 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 referenceability, 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

Required Qualifications

• 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

Equal Opportunity

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.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or 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. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Recruiter Note

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