Enterprise AI Customer Success Director Remote

Genesys; Georgia; On-site; USD 129,000 - 226,000; Full time

Benefits offered by this job

Medical insurance

Telehealth

Flexible work schedules & WFH

Career growth

Paid time off

401(k) matching

Adoption assistance

Fertility treatments

Job summary

Genesys in North America Central Region seeks a Customer Success Director to own enterprise portfolios, elevate value and lead strategic partnerships that drive adoption, retention and expansion. You will serve as trusted advisor to executives, align cross-functional teams, and translate AI-powered CX solutions into measurable business impact.

This leadership role offers visibility across revenue and product adoption, with opportunities to shape enterprise success at scale.

Qualifications

• Own a portfolio of enterprise customers and drive outcomes.
• Develop and execute Customer Success Plans aligning objectives with KPIs and platform adoption.
• Lead executive engagements through regular business reviews to track progress and demonstrate value.
• Drive adoption and retention, accelerating expansion across accounts.
• Identify expansion opportunities by aligning product capabilities to evolving customer needs.
• Mitigate risk to improve customer health and protect recurring revenue.
• Build advocacy, reference ability, and strong NPS outcomes.
• Collaborate with Sales, Professional Services, Renewals and Onboarding teams for seamless execution.
• Translate complex technical capabilities into business value for executives.

Responsibilities

• Own a portfolio of enterprise customers, acting as primary strategic advisor.
• Develop and execute Customer Success Plans with measurable KPIs.
• Lead executive business reviews to demonstrate value and align on future growth.
• Drive adoption to strengthen retention and expansion across accounts.
• Identify expansion opportunities by aligning product capabilities to needs.
• Mitigate risk to improve customer health and protect revenue.
• Build customer advocacy and reference ability.
• Collaborate cross-functionally to ensure lifecycle execution.
• Translate technical capabilities into business value for executives.

Skills

Executive engagement

Strategic advisory

Stakeholder management

Data analysis

Cross-functional leadership

Communication

Relationship building

SaaS experience

Education

Bachelor’s degree in technology or business related field

Tools

Salesforce

Gainsight

Job description

Genesys in North America Central Region seeks a Customer Success Director to own enterprise portfolios, elevate value and lead strategic partnerships that drive adoption, retention and expansion. You will serve as trusted advisor to executives, align cross-functional teams, and translate AI-powered CX solutions into measurable business impact.

This leadership role offers visibility across revenue and product adoption, with opportunities to shape enterprise success at scale.