Senior Director, Customer Success
Genesys
Virtual Office (Ontario)Posted Discovered via the company's careers siteMatch locked
Full time10+ years exp
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.
About Genesys
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 Purpose
The Customer Success Manager (CSM) Director role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption.
Two priorities define success in this role:
deep AI expertise
- a genuine understanding of AI, hands-on experience using it, and a clear view of how it is transforming customer experience and the contact center industry - and
mastery of the adoption motion
- the ability to run a disciplined, repeatable process that turns purchased capabilities, especially AI-powered ones, into sustained usage, measurable business value, and renewal and expansion outcomes.
Strategic Customer Partnership
- 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)
Business Growth & Retention
- 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.
AI Expertise & Advisory (Priority Focus)
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Be the customer’s trusted AI advisor
Translate AI concepts - generative and predictive AI, virtual agents, agent assist, conversation and journey analytics, and workflow automation - into clear business use cases, value hypotheses, and measurable outcomes for customer executives.
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Demonstrate deep, current knowledge of AI in our industry
Stay ahead of developments in AI for CX and CCaaS, including emerging use cases, the competitive landscape, responsible AI, governance, and data privacy considerations, and bring that perspective proactively to customers and internal teams.
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Use AI every day and model it for others
Apply AI tools in account analysis, planning, executive preparation, and daily productivity, and coach customers and teammates on practical ways to do the same.
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Identify and prioritize AI use cases
Partner with customers to uncover the AI opportunities with the highest business impact (e.g., containment, handle time, CSAT, agent productivity, cost to serve), build the business case, and define success measures.
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Drive AI adoption and consumption
Own the plan to move AI capabilities from purchased to deployed to actively consumed, tracking AI usage and token utilization and connecting results to renewal and expansion outcomes.
Adoption Motion (Priority Focus)
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Own the adoption motion end to end
Lead the customer from onboarding and go-live through value realization, sustained usage, and renewal or expansion, with clear accountability at each stage.
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Define adoption success up front
Establish baselines, target outcomes, and measurable adoption milestones (e.g., time to first value, license and feature utilization, AI consumption) within each Customer Success Plan, aligned to the customer's business objectives.
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Run a structured, repeatable cadence
Hold regular adoption working sessions, health reviews, and EBRs with defined owners, actions, and timelines, and escalate blockers early.
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Diagnose and close adoption gaps
Analyze usage, consumption, and health data (e.g., Gainsight and platform telemetry) to identify under-utilized capabilities, stalled deployments, and at-risk accounts, then build and execute targeted recovery plans well ahead of renewal.
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Drive customer enablement and change management
Equip customer stakeholders through training, enablement, champions, and executive sponsorship so new capabilities are embraced by end users, not just deployed.
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Orchestrate internal resources
Align Onboarding, Professional Services, Support, Product, Sales, and Renewal Managers behind a single adoption plan and remove obstacles to progress.
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Measure and report
Track leading indicators and outcomes of adoption, report progress to customers and leadership, and tie adoption results directly to renewal forecasts and expansion opportunities.
Cross-functional Collaboration
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.
Experience & Education
- 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.
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Deep understanding of AI (priority)
Demonstrated knowledge of AI technologies and how they apply to customer experience and the contact center industry, with hands-on experience using AI tools and the ability to speak credibly about AI with both technical and executive audiences.
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Proven adoption leadership (priority)
Demonstrated experience designing and running customer adoption motions - from baselines and success criteria through enablement, health monitoring, and gap remediation - that deliver measurable usage, retention, and expansion results.
Technical Skills
- 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
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AI fluency
Working knowledge of AI technologies used in CX and CCaaS (generative AI, virtual agents, agent assist, analytics, and automation) and regular, hands-on use of AI tools in daily work.
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Usage and consumption analytics
Ability to analyze product usage, consumption, and customer health data to identify adoption gaps and prescribe action.
Strategic Leadership
- Demonstrates thought leadership in CX domain.
- Unifies, influences, and inspires cross-functional teams.
- Builds and maintains C-level relationships effectively.
- Projects confidence and credibility in executive settings.
Customer Focus
- Extremely strong customer-facing skills
- Proactive mindset with strong follow-through
- Ability to translate complex technical concepts into business value.
- Experience driving customer advocacy and satisfaction.
Business Execution
- Strong multi-tasking abilities across customer portfolio
- Excellent project and stakeholder management
- Proven track record of driving business outcomes
- Ability to manage complex enterprise relationships.
AI & Adoption Leadership (Priority Focus)
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AI credibility
Guides customers on AI strategy, use cases, and responsible adoption with confidence and depth.
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Adoption playbooks
Builds and runs repeatable adoption motions that scale across a portfolio of accounts.
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Data-to-action
Turns usage and consumption data into clear actions and executive-ready narratives.
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Continuous learning
Stays ahead of rapid change in AI and the CX industry and applies it to customer outcomes.
Additional Requirements
- Travel: Less than 30%
Our Commitment to Inclusion Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses. Accommodations We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process, please visit our Reasonable Accommodations Form for assistance.
Compensation
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$191,500.00 - 251,400.00
Working at Genesys
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AI at enterprise scale
- Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
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A flexible-first culture
- Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
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Growth in the AI era
- Build future-ready skills through mentorship, learning programs, leadership development and education support.
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Time to recharge and give back
- Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
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Recognized globally
- Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities .
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
This is an active opening at Genesys. We use Artificial Intelligence to support the hiring process, but every application is reviewed by our Talent Acquisition team, looking beyond keywords to focus on your experience and potential.
About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.
Reasonable Accommodations
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com .
You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation - such as application follow-ups or resume submissions - may not receive a response.
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
Not included in the source posting: what you'll do.
Skills
artificial-intelligenceexcelgenerative-aigosalesforce
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