Customer Success, Director
Genesys · North Carolina, United States
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.
Key Responsibilities
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)
- 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.
- 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.
- 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.
- 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.
- 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)
- 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.
- 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.
- Run a structured, repeatable cadence: Hold regular adoption working sessions, health reviews, and EBRs with defined owners, actions, and timelines, and escalate blockers early.
- 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.
- 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.
- Orchestrate internal resources: Align Onboarding, Professional Services, Support, Product, Sales, and Renewal Managers behind a single adoption plan and remove obstacles to progress.
- 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.
Required Qualifications
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.
- 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.
- 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
- 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 da