Why This Job is Featured on The SaaS Jobs
This Customer Success Director role stands out in SaaS because it sits at the intersection of enterprise subscription outcomes and AI-enabled customer experience platforms. Genesys operates at a mature, global scale, which typically means customer success is less about basic onboarding and more about orchestrating multi-stakeholder adoption across complex environments, with clear attention to executive alignment and measurable value realization.
For a SaaS career, the long-term value is exposure to the mechanisms that protect and expand recurring revenue in large accounts. The remit touches the core CS levers that travel well across SaaS: building outcome-based success plans, running executive business reviews, shaping renewal posture, and translating product capabilities into operational change. The emphasis on cross-functional coordination also reflects how modern SaaS organizations deliver outcomes through combined motions across sales, services, support, and product.
This position is best suited to a senior individual contributor who prefers strategic account ownership over people management, and who is comfortable operating as an escalation point while keeping conversations anchored at the business level. It will appeal to professionals who enjoy structured customer operating rhythms, influencing without direct authority, and working with global, enterprise stakeholders in a platform-led SaaS context.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
Genesys is hiring a Customer Success Director passionate about working with our most strategic brands. The goal of this Senior individual contributor role is to establish a life-long relationship between Genesys and Genesys’ global customers by advising and equipping them to achieve their customer experience (CX) vision.
You will need to accomplish this by taking a highly strategic and proactive approach to building lifetime senior level customer relationships. You need to have a deep understanding the customer’s business goals and pain points in order to make recommendations on how our products and services will help the customer adopt, realize value and accomplish their overall business goals.
Strategic CSD's are the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure the adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. They work closely with related functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.
Key Responsibilities
To be a strategic advocate and champion throughout the customer’s journey with Genesys. Recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly solve their problems and realize their business outcomes.
Build relationships with senior customer executives and orchestrate account strategy through cross
functional team alignment to ensure excellence in customer onboarding, retention, growth and
advocacy. Coach and mentor other Customer Success managers. Share best practices with the global
customer success community. Develop a strong relationships with cross functional colleagues.
Responsibilities / Job Duties
In this role, the primary responsibilities will include:
Build effective relationships with C-Level executives in order to understand customers’ businesspain points.
Be able to prescribe the relevant products and services that will solve the pain points and movethe needle on their value drivers and KPIs
Bring deep vertical knowledge and recommendations on the adoption of use cases and servicesto achieve the key customer business outcomes
Create Customer Success plans that drive overall adoption and value realization
Act as an escalation point to work with the cross functional colleagues to resolve issues quicklyso as not to distract from strategic conversations with the customer
Drive participation in Executive round tables, peer reviews, advocacy programs and otherGenesys events
Establish a regular cadence of Executive Business Reviews to track value realization and progresstowards their stated business objectives
Prepare and deliver account reviews to define and align account renewal and growth strategies
Work in a cross functional account team to align on account strategy and operations:
Professional Services to leverage their suite of services to drive adoption and value realizationpre and post go live
Technical Account Manager to jointly realize the technical and business success of the customers
Required Qualifications
10+ years’ experience in a customer-facing role in a contact center or related industry
Bachelor’s Degree in a technology- or business-related field
Strong ability to build relationships and proactive engagement using digital touch capabilities.
Ability to manage multiple large, complex global customers and experience with managing several millions in revenue.
Ability to thrive in a dynamic environment
Excellent interpersonal, and presentation skills – both written and verbal
Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers
Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms
Fluent Dutch and English language skills. Any other EU language is a bonus!
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 reasonable.accommodations@genesys.com.
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.
