Genesys · 3 weeks ago
Customer Success Director, Strategic Accounts
Colorado, United States
Full-time
Hybrid
Director/Executive
$120K/yr - $224K/yr
10+ years expGenesys is a global leader in customer experience solutions, empowering organizations to improve loyalty and business outcomes through their AI-powered Experience Orchestration platform. The Customer Success Director role focuses on establishing long-term relationships with enterprise customers, providing strategic guidance, and ensuring successful implementation of solutions to achieve their customer experience vision.
Artificial Intelligence (AI)Cloud ComputingSaaSSoftware
Responsibilities
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
Qualification
Required
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)
Proficiency with Microsoft Office Suite (PowerPoint, Excel, Word)
Proficiency with online communities and social media platforms
Strong data analysis and executive presentation capabilities
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
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
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
Travel: Less than 30%
Benefits
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Company
Genesys
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
$2.98BKey Investors
Salesforce VenturesPermira
2025-07-31Corporate Round· $1.5B
2021-12-06Private Equity· $580M
2016-07-22Private Equity· $900M
Leadership Team
Tony Bates
Chairman and CEO
Brian Swartz
Chief Financial Officer
Recent News
2026-01-08
2025-12-30
2025-12-27
Company data provided by crunchbase