Sr. Director, Customer Success

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement.

Position Overview

The Sr. Director, Customer Success Management role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys' customers. The Director advocates and champions their customers' journeys and orchestrates the right strategies, products, and services to help customers rapidly realize their business outcomes. Working closely with leaders from other Genesys functions, the Director ensures a One Genesys approach to customer success.

Key Responsibilities

Team and Executive Leadership

• Lead team in managing a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight as necessary.
• Coach team to apply 'empathy in action' to understand customers' business value drivers, success criteria, and KPIs.
• Lead and deliver compelling Executive Business Reviews (EBRs) to C-level stakeholders, articulating strategic value, ROI, and business impact.
• Guide team in preparing and presenting Quarterly Business Reviews (QBRs) that demonstrate customer success, adoption metrics, and strategic roadmap alignment.
• Develop and present data-driven insights that resonate with executive stakeholders and drive strategic decision-making.
• Act as an executive escalation point for critical customer situations.

Customer Success Strategy

• Support team in helping customers achieve business outcomes through adoption of relevant Genesys products, services, and best practices.
• Enable team to drive customer reference-ability and advocacy.
• Drive participation in key engagement activities such as Customer Advisory Board and Customer Roundtable.
• Coach team to apply proactive risk management for customer sentiment, turning potential risks into opportunities to delight, retain, and grow customers.

Cross-functional Collaboration

Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions including:

• Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value rapidly.
• Professional Services to ensure implementations progress smoothly to go-live.
• Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
• Sales to identify cross-sell/up-sell opportunities and drive incremental bookings.

Required Qualifications

Experience & Education

• 10+ years' experience in a SaaS CSM people management role
• 10+ years’ working as a Customer Success Manager in a fast-growing SaaS company.
• Bachelor's or advanced degree in technology- or business-related field
• Familiarity with CX (industry and technology) to lead a consultative approach.
• Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey.

Technical Skills

• Proficient with productivity tools including PowerPoint/Excel/Word
• Experience with CRM tools such as Salesforce and Gainsight
• Competency with online communities and social media platforms

Professional Competencies

How We Think

• Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
• Strategic Mindset: Seeing ahead of future possibilities and translating them into breakthrough strategies.
• Analytics Mindset: Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance)
• Foundational Product Skill: Understanding how product adoption relates to key busi