Customer Success Director, Strategic Accounts

Customer Success Manager, Director

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.

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

Cross-functional Collaboration

Team with and establish shared accountability with adjacent functions including :

Required Qualifications

Experience & Education

Technical Skills

CRM platforms (Salesforce, Gainsight)

Professional Competencies

Strategic Leadership

Customer Focus

Business Execution

Additional Requirements

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.

$120,400.00 - $223,600.00

Genesys offers a comprehensive benefits package including medical, dental, and vision insurance, telehealth coverage, flexible work schedules, work from home opportunities, development and career growth opportunities, open time off in addition to 10 paid holidays, 401(k) matching program, adoption assistance, and fertility treatments.