Customer Success Executive

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. And while we offer great benefits and perks like larger tech companies our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Customer Success Executive

We are seeking a highly experienced Customer Success Executive Strategic Accounts to lead proactive programmatic customer adoption operational delivery and revenue growth across some of our largest enterprise clients. This leader will have full-time accountability for both the operational execution and the strategic engagement of enterprise customers ensuring they achieve maximum value and business transformation outcomes from Genesys solutions.

Key qualities of this role

Strong executive presence with proven ability to operate credibly at the C-suite level while managing complex delivery programs.

The successful candidate will excel at working with C-level stakeholders to building strong trust-based relationships. This involves regular clear communication tailored to their strategic priorities and a deep understanding of their business goals. By positioning yourself as a trusted advisor you can offer insights that align Genesys AI powered Experience Orchestration Platforms capabilities with the customers long-term vision. This collaborative approach not only strengthens the partnership but also ensures that C-level stakeholders see you as an essential contributor to their success.

Focused on accounts exceeding $10M annual value with a priority on Financial Services Banking and Government clients this role requires an experienced executive who can operate at both the C-suite strategic level and the program delivery execution level.

The role will work side by side with the Genesys Senior Account Executive to jointly drive success across the customer account. You will orchestrate cross-functional delivery and success teams including Customer Success Managers (CSMs) Technical Account Managers (TAMs) Professional Services and Consultants. The Senior Director will manage the end-to-end customer lifecycle from onboarding through transformation while driving AI adoption innovation and revenue expansion.

What Youll Do:

In this role the primary responsibilities include (but are not limited to):

Operational Delivery & Program Leadership

• Own day-to-day operational delivery of customer programs ensuring projects services and engagements are delivered on time within scope and aligned to customer outcomes.

• Oversee end-to-end adoption programs including onboarding training success planning AI enablement and governance structures.

• Lead executive steering committees and program governance models to ensure continuous alignment between Genesys and the customer.

• Proactively identify and mitigate risks across delivery and adoption programs.

Strategic Customer Engagement

• Serve as the senior Genesys leader embedded in the account responsible for long-term partnership success and transformation outcomes.

• Engage regularly with C-level executives to align business priorities drive innovation adoption and ensure measurable value realization.

• Shape account strategy in partnership with Sales Professional Services and Product to drive retention and growth.

Team Leadership & Execution

• Lead and mentor a cross-disciplinary team of CSMs TAMs Professional Services leaders and Consultants working across the account.

• Align internal resources to customer objectives ensuring consistent delivery and measurable outcomes.

• Build a culture of proactive programmatic customer-centric execution.

• Develop and execute a multi-year account strategy that aligns customer business priorities with Genesys solutions.

Revenue & Growth

• Own account-level revenue outcomes with direct responsibility for renewals expansions and long-term retention.

• Partner with Sales to identify new revenue opportunities and support solution positioning.

• Deliver executive business reviews (EBRs/QBRs) highlighting adoption metrics ROI and roadmap alignment.

Customer Advocacy & Industry Leadership

• Turn strategic customers into champions and advocates through strong relationships and measurable success.

• Partner with Marketing to develop case studies video success stories and executive testimonials.

• Encourage client participation in analyst reports industry events panels and Genesys thought-leadership forums.

Voice of the Customer & Internal Influence

• Act as the Voice of the Customer inside Genesys collaborating closely with Product Management Engineering and Executives to ensure customer needs drive roadmap priorities.

• Ensure Genesys executives are informed on account status key risks and success milestones.

Youve been there and done this

• Demonstrate deep experience in account leadership customer success consulting roles at enterprise SaaS or technology services companies.

• Proven track record managing strategic accounts >$10M annually with responsibility for both delivery and commercial outcomes.

• Strong background in professional services/consulting (Big 4 Principal or equivalent) or Client Director roles at global tech firms.

• Deep experience leading matrix multi-disciplinary customer teams (CSM TAM PS Consultants).

• Domain expertise in Financial Services/Banking with a track record of driving transformation at scale.

• Knowledge of SaaS adoption models AI-driven transformation and enterprise program governance.

When it comes to people the right fit at Genesys is someone with charisma and a likeability factor who is determined to succeed highly motivated to meet and exceed annual sales goals and willing to be coached for continuous growth and development. Genesys offers you an environment to deliver and be successful by being part of a strong salesforce committed to delivering success.

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Australia.

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 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.

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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.