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About the Role

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. 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.

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

Requirements

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
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

Skills

AI-powered experience orchestration
Customer experience solutions
SaaS
CRM
Customer success tools
Salesforce
Gainsight
Data analysis
Communication
Stakeholder management
Strategic thinking
CCaaS platforms
Genesys Cloud platform

Location

Remote

Work Type

Flexible work schedules
Work from home opportunities

Experience Level

10 or more years of experience

Education Level

Bachelor’s degree in a technology or business related field

Salary/Compensations

$128,700.00 - $226,300.00

Benefits

Medical, Dental, and Vision Insurance
Telehealth coverage
Flexible work schedules
Work from home opportunities
Development and career growth opportunities
Open Time Off
10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Paid volunteer time
August Free Fridays
Well-being resources

About the Company

Genesys helps 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.
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.
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences.
Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control.
As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.

Equal Opportunity

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.