Enterprise AI Customer Success Director

Genesys Cloud Services, Inc.; Atlanta (GA); On-site; USD 129,000 - 226,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Flexible work options

401(k) matching

Job summary

Genesys is seeking a Customer Success Director to lead enterprise partnerships, driving adoption, retention, and expansion across a global portfolio. You will shape how organizations realize the full potential of AI-powered customer experience solutions and act as a trusted advisor to executive stakeholders, aligning cross-functional teams to deliver measurable value.

You will translate complex technology into business outcomes, influence revenue growth, and protect recurring revenue through

Qualifications

• Own a portfolio of enterprise customers and drive long term value
• Develop and execute Customer Success Plans with measurable KPIs
• Lead executive engagement through regular business reviews
• Drive adoption and expansion across accounts
• Identify expansion opportunities aligning product capabilities to customer needs
• Mitigate risk to protect recurring revenue
• Build customer advocacy and reference ability
• Collaborate with Sales, Professional Services, Renewals, and Onboarding teams
• Translate complex tech into clear business value for executives

Responsibilities

• Own a portfolio of enterprise customers and act as strategic advisor
• Develop and execute Customer Success Plans with KPIs
• Lead executive engagement through business reviews
• Drive adoption and expansion across accounts
• Identify expansion opportunities by aligning product capabilities to customer needs
• Mitigate risk to protect recurring revenue
• Build customer advocacy and referenceability
• Partner with Sales, Professional Services, Renewals, and Onboarding teams
• Translate complex technical capabilities into business value for executives

Skills

Strategic advisory

Executive engagement

Cross-functional leadership

CRM data analysis

SaaS knowledge

Customer success leadership

Communication with execs

Data-driven insights

Relationship building with CIO/CTO

Education

Bachelor's degree in technology or business

Tools

Salesforce

Gainsight

Job description

Genesys is seeking a Customer Success Director to lead enterprise partnerships, driving adoption, retention, and expansion across a global portfolio. You will shape how organizations realize the full potential of AI-powered customer experience solutions and act as a trusted advisor to executive stakeholders, aligning cross-functional teams to deliver measurable value.

You will translate complex technology into business outcomes, influence revenue growth, and protect recurring revenue through