Senior Director, Customer Success

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.

Sr Director, Customer Success

Lead the customer success organization responsible for strengthening retention, accelerating growth, and helping Genesys customers realize measurable value from their customer experience investments. As Senior Director, Customer Success, you will lead and develop a team of Customer Success Managers responsible for a portfolio representing more than $100 million in annual recurring revenue, with executive accountability for customer outcomes, adoption, renewal, expansion, and advocacy.

You will shape customer success strategy across complex enterprise relationships, coach your team to translate customer priorities into actionable Customer Success Plans, and provide executive oversight for high-value opportunities and risks. Your leadership will help customers increase adoption of Genesys products and services while identifying opportunities to expand the Genesys CX portfolio through cross-sell and upsell strategies.

Working closely with senior leaders across Genesys, you will drive alignment across the customer journey and establish clear accountability between Customer Success and adjacent functions. This role offers significant visibility across the business and the opportunity to influence customer success practices, leadership capability, and enterprise customer strategy at scale.

Key Responsibilities:

• Lead a team of Customer Success Managers responsible for a portfolio of enterprise customers, establishing a consistent success management approach that strengthens customer outcomes, retention, and sustainable growth
• Drive renewal, retention, cross-sell, and upsell performance by coaching the team to identify customer needs, demonstrate business value, and develop strategic expansion opportunities
• Coach Customer Success Managers to understand customers' business value drivers, success criteria, and key performance indicators, translating those insights into actionable Customer Success Plans
• Accelerate customer adoption and value realization by guiding customers toward the Genesys products, services, capabilities, and best practices most relevant to their business outcomes
• Strengthen executive customer relationships by providing strategic oversight for complex engagements and helping the team navigate senior decision makers and stakeholders
• Develop leadership and customer success capability through regular talent reviews, coaching, performance management, career development, and succession planning
• Expand customer advocacy by enabling the team to build referenceable relationships and increase participation in Customer Advisory Boards, customer roundtables, and other strategic engagement programs
• Mitigate customer risk by establishing proactive approaches to customer sentiment, identifying emerging concerns early, and converting risk into opportunities to strengthen relationships, retention, and growth
• Influence strategy across the customer journey by partnering with leaders in Sales, Services, Support, Product, and other functions to clarify roles, accountability, and coordinated customer engagement
• Champion an empathetic, collaborative leadership culture that enables teams to work across organizational boundaries while maintaining clear accountability for customer and 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.

Required Qualifications:

• 5+ years of experience leading Customer Success teams in a SaaS environment, including experience managing teams of 10 or more Customer Success Managers
• 8+ years of experience developing and managing relationships with executives and decision makers in complex customer environments
• Demonstrated success leading Customer Success organizations responsible for more than $100 million in annual recurring revenue
• Substantial hands-on experience as a Customer Success Manager within a high-growth SaaS organization
• Bachelor's degree or advanced degree in a technology-related or business-related field
• Strong knowledge of customer experience technologies and the CX industry, with the ability to lead consultative, value-focused customer conversations
• Proven track record of building collaborative, high-performing teams and developing customer success talent
• Demonstrated ability to lead effectively through change, complexity, and evolving business priorities
• Excellent executive communication, interpersonal, presentation, and written communication skills
• Strong leadership presence with demonstrated ability to influence, align, and motivate cross-functional teams with empathy and accountability
• Experience identifying opportunities to expand the reach and business value of a CX technology portfolio across the customer journey

Preferred Qualifications:

• Experience developing customer success strategies that improve product adoption, retention, expansion, and customer advocacy across large enterprise portfolios
• Strong proficiency with Salesforce, Gainsight, Microsoft PowerPoint, Excel, Word, online communities, and relevant customer engagement platforms
• Experience partnering with senior leaders across Sales, Services, Support, Product, and other functions to improve enterprise customer outcomes
• Familiarity with cloud-based CX platforms, artificial intelligence, automation, and evolving technologies shaping modern customer experience strategies

Benefits That Support You:
We invest in your well-being, because when you’re at your best, so are the experiences you create.

• Comprehensive extended group health coverage
• Generous paid time off, including vacation and personal leave
• Retirement savings program with employer RRSP matching up to a prescribed maximum amount
• Family-friendly benefits, including parental leave top-up and adoption assistance
• Growth and development opportunities through access to learning resources and internal mobility programs

Exact details of these programs, including the conditions for eligibility, the amount of the benefit (including caps on benefits and customary pricing details), the length of the paid time off, etc. will be provided upon hire and is subject to Genesys policies.

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

• 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.
• 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.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• 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.
• 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.

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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:

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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.