Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
Understand and align with customers' business value drivers, success criteria, and KPIs.
Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score)
Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
Develop and implement strategic plans to prevent downsells and ensure customer retention.
Proactively identify potential business leads for expansion opportunities.
Prepare and deliver territory plans to define account strategies and align resources.
Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.
Team with and establish shared accountability with adjacent functions including: Onboarding Specialists to ensure systematic customer introduction and rapid value realization.
Professional Services to drive smooth implementation through go live.
Renewal Managers to maintain strong forecasting and high retention rates.
Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings.

10+ years of experience in technology-related field, including consulting and enterprise account management.
Bachelor’s degree in technology
or business-related field
Successful sales track record within a SaaS organization
Proven experience presenting to and building relationships with C-level executives.
Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features
Genesys platform knowledge is a plus.
Proficiency with: CRM platforms (Salesforce, Gainsight)
Microsoft Office Suite (PowerPoint, Excel, Word)
Online communities and social media platforms
Strong data analysis and executive presentation capabilities

Customer Success Director

Key skills