Senior Director, AI-Driven CS Transformation

Genesys; Georgia; On-site; USD 192,000 - 337,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance.

Telehealth coverage

Flexible work schedules and work from/

Development and career growth

Open Time Off and holidays

401(k) matching

Adoption Assistance

Fertility treatments

Job summary

Genesys is seeking a Senior Director, Customer Success Transformation to define and drive the future operating model for global Customer Success, starting with Professional Services and broader operating structures.

You will translate architecture into a transformation portfolio, lead strategic initiatives, and partner with senior leaders to deliver scalable customer value across a matrixed organization.

Qualifications

• 10+ years of experience in strategic transformation, operating model design, strategy, business operations, or related leadership roles within enterprise SaaS or technology organizations.
• Demonstrated experience designing and implementing new operating models, business models, customer-facing capabilities, or transformation strategies, not simply managing projects or programs.
• Deep understanding of Customer Success, Professional Services, and/or customer-facing SaaS operating models, with the ability to connect customer lifecycle, services, commercial, and operational perspectives.
• Strong understanding of recurring-revenue SaaS economics and the ability to connect customer outcomes to growth, retention, expansion, services performance, and scalable delivery.
• Experience translating AI and emerging technology capabilities into business and organizational transformation opportunities, and leading complex global change in highly matrixed organizations.
• Exceptional strategic problem‑solving and executive influence, with the ability to move between strategy and operational detail, create structure in ambiguity, and influence senior stakeholders without formal authority.
• Strong commercial, analytical, and financial acumen, with a data‑driven approach to identifying opportunities, building business cases, prioritizing investments, and measuring impact.
• Experience driving organizational change and adoption across geographically dispersed teams, with a strong builder mindset and bias toward creating capabilities that scale into the broader organization.
• Bachelor's degree or equivalent; advanced degree preferred.

Responsibilities

• Architect the future-state Customer Success operating model, defining how customer engagement, Professional Services, scaled and digital motions, talent, technology, AI, and commercial models work together to create scalable customer value.
• Partner with executive leadership to define strategic choices, transformation priorities, and multi-year roadmaps that align Customer Success with company strategy, customer needs, and growth objectives.
• Connect transformation initiatives into a coherent portfolio, sequencing priorities such as Professional Services transformation, AI acceleration, A2O, talent evolution, new offers, and scaled Customer Success around a common future-state model.
• Lead the most strategic and ambiguous transformation initiatives from problem definition and future-state design through incubation, proof, scale, and transition into the business, driving measurable outcomes and sustained adoption.
• Design new operating and commercial models that enable standardization, productization, continuous value realization, and scalable growth, working across Sales, Product, Finance, Operations, HR, Enablement, and Innovation.
• Translate AI and emerging technologies into business transformation opportunities, identifying where AI can change roles, workflows, delivery models, and customer engagement in partnership with AI and Innovation leaders.
• Build compelling executive narratives, decision frameworks, and governance mechanisms that clarify choices, trade-offs, risks, and business impact and enable senior leaders to act.
• Build trusted relationships with senior leaders and influence decisions without direct authority, creating alignment and momentum while challenging conventional thinking and existing ways of working.

Skills

Strategic transformation

Operating model design

Executive influence

Customer Success knowledge

SaaS / enterprise software

Change management

Financial acumen

Stakeholder management

Business strategy

Education

Bachelor's degree or equivalent experience

Advanced degree preferred

Job description

Genesys is seeking a Senior Director, Customer Success Transformation to define and drive the future operating model for global Customer Success, starting with Professional Services and broader operating structures.

You will translate architecture into a transformation portfolio, lead strategic initiatives, and partner with senior leaders to deliver scalable customer value across a matrixed organization.