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Customer Success, Director

Genesys -
New York, NY

Apply Now

Job Details

Full-time
$128,700 - $226,300 a year

Benefits

Paid holidays
Health insurance
Dental insurance
Adoption assistance
Work from home
Vision insurance
401(k) matching
Opportunities for advancement
Flexible schedule

Qualifications

Managing customer accounts
Customer relationship building
Customer retention strategy
Bachelor's degree
SaaS platforms
Sales management systems proficiency
Data analytics
Experience with SaaS (as product category for technical sales engineers)
CRM system proficiency
SaaS
Account management
Technical Proficiency
Project stakeholder communication
Stakeholder management

Full Job Description

locations

New York, USA

Virtual Office (South Carolina)

Virtual Office (North Carolina)

time type

Full time

posted on

Posted 30+ Days Ago

job requisition id

JR111112

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.

Role Overview:
Own and elevate how Genesys builds long term enterprise customer value by leading strategic partnerships that drive adoption, retention, and expansion across a global portfolio. This role directly influences revenue growth and customer outcomes by shaping how organizations realize the full potential of AI powered customer experience solutions. At Genesys, we enable brands to deliver empathetic, personalized experiences at scale, and this role ensures that vision translates into measurable business impact for our customers. You will act as a trusted advisor to executive stakeholders, guiding transformation strategies while aligning cross functional teams to deliver consistent value throughout the customer lifecycle. This is a highly visible leadership role with influence across revenue, product adoption, and customer advocacy, offering the opportunity to shape enterprise success at scale.

Key Responsibilities:

Own a portfolio of enterprise customers, acting as the primary strategic advisor to drive business outcomes and long term value realization
Develop and execute Customer Success Plans that align customer objectives with measurable KPIs and platform adoption strategies
Lead executive engagement through regular business reviews that track progress, demonstrate value, and align on future growth opportunities
Drive adoption and utilization of Genesys solutions to strengthen retention and accelerate expansion across accounts
Identify and advance expansion opportunities by aligning product capabilities to evolving customer business needs
Implement proactive risk mitigation strategies that improve customer health, reduce churn, and protect recurring revenue
Build and scale customer advocacy by increasing referenceability, satisfaction, and Net Promoter Score outcomes
Partner cross functionally with Sales, Professional Services, Renewals, and Onboarding teams to ensure seamless lifecycle execution
Influence territory and account strategies by delivering data driven insights and aligning internal resources to customer priorities
Translate complex technical capabilities into clear business value for executive stakeholders

Required Qualifications:

10 or more years of experience in technology, consulting, or enterprise account management roles
Bachelor’s degree in a technology or business related field
Proven track record of driving revenue growth and customer retention within a SaaS environment
Demonstrated experience building and maintaining relationships with C level executives
Strong understanding of customer experience platforms and enterprise SaaS solutions
Proficiency with CRM and customer success tools such as Salesforce and Gainsight
Advanced data analysis skills with the ability to present insights to executive audiences
Strong communication, stakeholder management, and strategic thinking capabilities
Ability to manage complex enterprise customer environments across technical and business dimensions

Preferred Qualifications:

Experience working with CCaaS platforms, ecosystems, and enterprise customer experience strategies
Familiarity with Genesys Cloud platform and related technologies
Experience driving customer transformation initiatives at enterprise scale
Demonstrated thought leadership within the customer experience domain

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.

$128,700.00 - $226,300.00

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

Click here to view a summary overview of our Benefits.

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.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

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.

Apply Now

Refine Your Search

director of customer experience jobs in new york state

Customer Success, Director

Senior Manager, Head of Talent Operations

Highway Director

Director of University Dining

Director, Global Partnerships

Executive Director

Director of Pre/Post Surgical Services

Director, Winery Operations & Commercial Growth

Director of Compliance

Senior Director, Product Management Pharmacy Solutions

Director of Perioperative - Operating Room and Endoscopy

Regional Director, Rare Disease, Neurology (Northeast)

Director of PMO

Director of Maintenance

Director, Global Logistics

Assistant Director of Nursing - Full Time

Director of Transportation

Quality Assurance Director

Director of Sales - Testing & Engineering Services Division

Center Director

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