Customer Success Director

Overview 

We are seeking a highly experienced Senior Director of Customer Success, Strategic Accounts to lead proactive, programmatic customer adoption, operational delivery, and revenue growth across some of our largest enterprise clients. This leader will have full-time accountability for both the operational execution and the strategic engagement of enterprise customers, ensuring they achieve maximum value and business transformation outcomes from Genesys solutions.

 

Key qualities of this role 

Strong executive presence with proven ability to operate credibly at the C-suite level while managing complex delivery programs.

The successful candidate will excel at working with C-level stakeholders to building strong, trust-based relationships. This involves regular, clear communication tailored to their strategic priorities, and a deep understanding of their business goals. By positioning yourself as a trusted advisor, you can offer insights that align Genesys AI powered Experience Orchestration Platform’s capabilities with the customer’s long-term vision. This collaborative approach not only strengthens the partnership but also ensures that C-level stakeholders see you as an essential contributor to their success.

Focused on accounts exceeding $10M annual value, with a priority on Financial Services and Banking clients, this role requires an experienced executive who can operate at both the C-suite strategic level and the program delivery execution level.

The role will work side by side with the Genesys Senior Account Executive to jointly drive success across the customer account. You will orchestrate cross-functional delivery and success teams including Customer Success Managers (CSMs), Technical Account Managers (TAMs), Professional Services, and Consultants. The Senior Director will manage the end-to-end customer lifecycle — from onboarding through transformation — while driving AI adoption, innovation, and revenue expansion.

 

Key Responsibilities | Operational Delivery & Program Leadership 

• Own day-to-day operational delivery of customer programs, ensuring projects, services, and engagements are delivered on time, within scope, and aligned to customer outcomes.
• Oversee end-to-end adoption programs including onboarding, training, success planning, AI enablement, and governance structures.
• Lead executive steering committees and program governance models to ensure continuous alignment between Genesys and the customer.
• Proactively identify and mitigate risks across delivery and adoption programs.

Strategic Customer Engagement 

• Serve as the senior Genesys leader embedded in the account, responsible for long-term partnership success and transformation outcomes.
• Engage regularly with C-level executives to align business priorities, drive innovation adoption, and ensure measurable value realization.
• Shape account strategy in partnership with Sales, Professional Services, and Product to drive retention and growth.

Team Leadership & Execution 

• Lead and mentor a cross-disciplinary team of CSMs, TAMs, Professional Services leaders, and Consultants working across the account.
• Align internal resources to customer objectives, ensuring consistent delivery and measurable outcomes.
• Build a culture of proactive, programmatic, customer-centric execution.
• Develop and execute a multi-year account strategy that aligns customer business priorities with Genesys solutions.

Revenue & Growth 

• Own account-level revenue outcomes, with direct responsibility for renewals, expansions, and long-term retention.
• Partner with Sales to identify new revenue opportunities and support solution positioning.
• Deliver executive business reviews (EBRs/QBRs) highlighting adoption metrics, ROI, and roadmap alignment.

Customer Advocacy & Industry Leadership 

• Turn strategic customers into champions and advocates through strong relationships and measurable success.
• Partner with Marketing to develop case studies, video success stories, and executive testimonials.
• Encourage client participation in analyst reports, industry events, panels, and Genesys thought-leadership forums.

Voice of the Customer & Internal Influence 

• Act as the Voice of the Customer inside Genesys, collaborating closely with Product Management, Engineering, and Executives to ensure customer needs drive roadmap priorities.
• Ensure Genesys executives are informed on account status, key risks, and success milestones.

Required: Qualifications & Experience 

• Demonstrate deep experience in account leadership, customer success, consulting roles at enterprise SaaS or technology services companies.
• Proven track record managing strategic accounts >$10M annually with responsibility for both delivery and commercial outcomes.
• Strong background in professional services/consulting (Big 4 Principal or equivalent) or Client Director roles at global tech firms.
• Deep experience leading matrix multi-disciplinary customer teams (CSM, TAM, PS, Consultants).
• Domain expertise in Financial Services/Banking, with a track record of driving transformation at scale.
• Knowledge of SaaS adoption models, AI-driven transformation, and enterprise program governance.

Key Success Metrics 

• Operational excellence: successful delivery of all account programs, services, and projects.
• Retention & growth: >120% Net Revenue Retention (NRR) across assigned accounts.
• Adoption: measurable usage and value realization of AI-enabled capabilities.
• Customer advocacy: testimonials, case studies, event participation, analyst references.
• Executive alignment: ongoing engagement with customer C-suite and Genesys leadership.
• Strategic alignment: C-suite engagement, roadmap influence, and executive sponsorship.
• Roadmap influence: documented customer requirements incorporated into Product/Engineering priorities.
• Team impact: measurable performance of account-dedicated success and delivery teams.

Diversity & Inclusivity:

At Genesys, inclusion means everyone feels respected, valued, and free to be themselves. For our teams across EMEA and around the world, that is not just a goal, it is part of how we work.

We believe that when people feel safe to contribute and be heard, they can do their best work. That is why we build teams with different perspectives and backgrounds, and why we’re committed to fair opportunities for all employees.