Customer Success Director

Genesys; Richmond (VA); On-site; USD 129,000 - 226,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Telehealth coverage

Flexible work schedules and work from

401(k) matching program

Adoption Assistance

Fertility treatments

Job summary

Genesys is seeking a Customer Success Director to own enterprise accounts and drive long-term value through strategic leadership, cross-functional collaboration, and executive stewardship. You will champion adoption strategies, maximize retention, and accelerate expansion across a global portfolio in a SaaS environment.

In this high-visibility role, you’ll influence revenue growth and customer outcomes by aligning teams, shaping transformation programs, and delivering measurable business impact

Qualifications

• Own a portfolio of enterprise customers and drive long-term value.
• Lead executive reviews and align on growth opportunities.
• Proven revenue growth and retention in SaaS.

Responsibilities

• Own a portfolio of enterprise customers as primary strategic advisor.
• Develop and execute Customer Success Plans with KPIs and adoption strategies.
• Lead executive engagement through regular business reviews to track progress and value.
• Drive adoption and expansion across accounts to strengthen retention.
• Identify and advance expansion opportunities by aligning product capabilities to evolving customer needs.
• Implement proactive risk mitigation to reduce churn and protect recurring revenue.
• Build customer advocacy and reference ability across portfolios.
• Collaborate with Sales, Professional Services, Renewals, and Onboarding teams for lifecycle execution.
• Translate complex technical capabilities into clear business value for executives.

Skills

Executive engagement

CRM tools

Salesforce

Gainsight

Enterprise SaaS

Data analysis

Communication

Stakeholder management

Strategic thinking

C-level relationships

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.

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:

$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

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.

What Happens After You Apply

• Our Talent Acquisition team reviews your application with the hiring team
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases
• After interviews are complete, our team will follow up with the final steps

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Be the one building what's next - where AI, experience and impact come together.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built‑in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.

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.

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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.

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