Customer Success Director

Role Overview

• Own and drive customer outcomes across a portfolio of strategic accounts, with accountability for retention, expansion, and long-term value realisation
• Lead the execution of customer success strategies, focusing on transformation to meet and exceed customer business objectives
• Partner with marketing to integrate Genesys's point of view on specific subject matter areas within customer experience and the contact centre
• Facilitate and or lead strategic workshops with customers to uncover opportunities for value creation and optimisation, leveraging Digital & AI to align with their business goals
• Execute strategic initiatives that align with Genesys long-term vision for customer experience (CX) and innovation
• Serve as a strategic advisor to Customer Success Managers (CSMs), applying structured problem solving and value-based thinking to provide guidance on complex customer situations and drive best practices across the team
• Manage a portfolio of high-impact customers, serving as their primary executive contact and advocate throughout their CX journey
• Understand customers’ business value drivers, success criteria, and KPIs to develop and execute comprehensive Customer Success Plans that demonstrate tangible value
• Prescribe and ensure the adoption of the right strategies, products, and services to achieve key customer business outcomes
• Establish and lead regular Executive Business Reviews with customers to track progress and adjust strategies as needed
• Drive collaboration with adjacent functions, such as Onboarding, Professional Services, Renewal Management, and Sales, to ensure seamless customer journeys and outcomes
• Take ownership of strategic internal initiatives and continuous improvement programs to drive customer success and growth
• Prepare and deliver territory plans to define account strategies and align resources
• Establish shared accountability with adjacent functions at key points in the customer journey, including: Onboarding Specialists: Ensure new customers are systematically introduced into Genesys and begin to realise value as rapidly as possible. Professional Services: Ensure that implementations progress smoothly to go-live. Renewal Managers: Drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue. Sales: Identify cross-sell/up-sell opportunities and drive incremental bookings.
• Perform ad-hoc duties as directed by Management

Requirements

• 12+ years of experience in a technology-related field, with exposure to management consulting and/or value consulting
• Proven track record of executing on internal strategic initiatives end-to-end, ensuring alignment with organisational goals and driving successful outcomes
• Proven track record in executing and delivering solutions and driving transformation initiatives for customers
• Bachelor’s Degree in a technology or business-related field; an advanced degree (MBA or equivalent) is preferred
• Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers
• Excellent interpersonal, presentation, and communication skills, both written and verbal
• Proficient in productivity tools including PowerPoint, Excel, Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms
• A positive attitude, high willingness to learn, and adaptability to new challenges

Benefits

• great benefits and perks like larger tech companies
• independence to make a larger impact on the company and take ownership of their work