Enterprise Customer Success Director — AI-Driven Growth

8100 United States - Genesys Cloud Services, Inc.; Virginia (MN); On-site; USD 129,000 - 226,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

Telehealth

Flexible schedules & work-from-home

Career development opportunities

Paid time off + 10 holidays

401(k) matching

Adoption assistance

Fertility treatments

Job summary

Genesys seeks a Customer Success Director to own strategic engagements with enterprise customers in the North America Central Region. You will lead cross-functional teams to drive adoption, retention, and expansion across a global portfolio, translating AI-powered CX capabilities into measurable business outcomes.

You will guide executive stakeholders, design CS plans with KPIs, and collaborate with Sales, Professional Services, Renewals, and Onboarding to ensure lifecycle success.

Qualifications

• 10+ years of experience in technology, consulting, or enterprise account management roles.
• Proven track record of driving revenue growth and improving retention in a SaaS environment.
• Demonstrated experience engaging with C-level executives.
• Strong understanding of customer experience platforms and enterprise SaaS solutions.

Responsibilities

• Own a portfolio of enterprise customers as the primary strategic advisor for value realization.
• Develop and execute Customer Success Plans aligning objectives with KPIs and adoption strategies.
• Lead executive engagement through business reviews to track progress and growth opportunities.
• Drive adoption and utilization to strengthen retention and expand across accounts.
• Identify expansion opportunities by aligning product capabilities to evolving needs.
• Implement proactive risk mitigation to improve customer health and protect recurring revenue.
• Build customer advocacy by increasing references, satisfaction, and NPS outcomes.
• Partner cross-functionally with Sales, Services, Renewals, and Onboarding for lifecycle execution.
• Influence account strategies with data-driven insights and alignment of resources.
• Translate complex technical capabilities into clear business value for executives.

Skills

Executive-level stakeholder management

Strategic account management

SaaS enterprise experience

Customer success mindset

Education

Bachelor’s degree in technology or business

Tools

Salesforce

Gainsight

Job description

Genesys seeks a Customer Success Director to own strategic engagements with enterprise customers in the North America Central Region. You will lead cross-functional teams to drive adoption, retention, and expansion across a global portfolio, translating AI-powered CX capabilities into measurable business outcomes.

You will guide executive stakeholders, design CS plans with KPIs, and collaborate with Sales, Professional Services, Renewals, and Onboarding to ensure lifecycle success.