Sr. Director, Customer Success
Core
Lead a team of Customer Success Managers to drive growth, retention, and business outcomes for Genesys' enterprise customers through strategic advisory and executive relationship management.
Role type
Senior Director, Customer Success Management
Builds
Customer success strategies, executive business reviews (EBRs), and quarterly business reviews (QBRs) for C-level stakeholders
Domain
SaaS / Customer Experience (CX) / AI-powered experience orchestration
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
SaaS people management, executive stakeholder management, strategic roadmap alignment, data-driven insight generation, proactive risk management, cross-functional collaboration
Preferred skills
CX industry knowledge, reference-ability and advocacy driving, Customer Advisory Board participation
Technologies
Salesforce, Gainsight, PowerPoint, Excel, Word
Responsibilities
Lead and coach a team of CSMs to manage customer portfolios and achieve success criteria; Deliver executive presentations articulating strategic value and ROI; Drive customer adoption of products and services to realize business outcomes; Collaborate with Onboarding, Professional Services, Renewal, and Sales teams to ensure retention and growth; Act as an escalation point for critical customer situations
Seniority
Senior, hands-on IC with team leadership