[Hiring] Senior Director, Customer Success Transformation @Genesys

Role Description

Genesys is seeking a strategic and execution-focused Senior Director, Customer Success Transformation to help define and drive the future of our global Customer Success organization, with an initial focus on Professional Services and the broader Customer Success operating model.

• Serve as a strategic partner to the Head of CS Transformation and a key architect of the future Customer Success operating model.
• Define how customer engagement, Professional Services, scaled and digital motions, talent, technology, AI, and commercial models work together to create scalable customer value.
• Partner with executive leadership to define strategic choices, transformation priorities, and multi-year roadmaps.
• Connect transformation initiatives into a coherent portfolio, sequencing priorities such as Professional Services transformation, AI acceleration, and talent evolution.
• Lead strategic and ambiguous transformation initiatives from problem definition to transition into the business.
• Design new operating and commercial models for standardization, productization, and scalable growth.
• Translate AI and emerging technologies into business transformation opportunities.
• Build compelling executive narratives, decision frameworks, and governance mechanisms.
• Build trusted relationships with senior leaders and influence decisions without direct authority.

Qualifications

• 10+ years of experience in strategic transformation, operating model design, or related leadership roles within enterprise SaaS or technology organizations.
• Demonstrated experience designing and implementing new operating models, business models, or transformation strategies.
• Deep understanding of Customer Success, Professional Services, and/or customer-facing SaaS operating models.
• Strong understanding of recurring-revenue SaaS economics.
• Experience translating AI and emerging technology capabilities into business transformation opportunities.
• Exceptional strategic problem-solving and executive influence.
• Strong commercial, analytical, and financial acumen.
• Experience driving organizational change and adoption across geographically dispersed teams.
• Bachelor's degree or equivalent experience; advanced degree preferred.

Requirements

• Ability to connect customer outcomes to growth, retention, expansion, and services performance.
• Ability to create structure in ambiguity and influence senior stakeholders without formal authority.
• Strong builder mindset and bias toward creating scalable capabilities.

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.