[Hiring] Senior Director, Customer Success @Genesys

Role Description

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 by translating AI concepts into clear business use cases, value hypotheses, and measurable outcomes for customer executives.
• Demonstrate deep, current knowledge of AI in our industry, staying ahead of developments in AI for CX and CCaaS.
• Use AI every day and model it for others by applying AI tools in account analysis, planning, executive preparation, and daily productivity.
• Identify and prioritize AI use cases by partnering with customers to uncover the AI opportunities with the highest business impact.
• Drive AI adoption and consumption by owning the plan to move AI capabilities from purchased to deployed to actively consumed.

Adoption Motion (Priority Focus)

• Own the adoption motion end to end, leading the customer from onboarding and go-live through value realization, sustained usage, and renewal or expansion.
• Define adoption success up front by establishing baselines, target outcomes, and measurable adoption milestones within each Customer Success Plan.
• Run a structured, repeatable cadence by holding regular adoption working sessions, health reviews, and EBRs with defined owners, actions, and timelines.
• Diagnose and close adoption gaps by analyzing usage, consumption, and health data to identify under-utilized capabilities and build targeted recovery plans.
• Drive customer enablement and change management by equipping customer stakeholders through training, enablement, champions, and executive sponsorship.
• Orchestrate internal resources by aligning Onboarding, Professional Services, Support, Product, Sales, and Renewal Managers behind a single adoption plan.
• Measure and report by tracking leading indicators and outcomes of adoption, reporting progress to customers and leadership.

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

• 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.