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 6,000 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 Senior Director – Strategic Accounts Banking and Financial Services (Individual Contributor)
Overview
We are seeking a highly experienced Senior Director of Customer Success – Strategic Accounts to lead proactive, programmatic customer adoption, operational excellence, and revenue growth across some of our largest enterprise clients in the Banking and Financial Services sector.
In this role, you will serve as the strategic owner and trusted advisor for a portfolio of high-value customers, ensuring they achieve measurable transformation and maximum value from Genesys’ AI-powered Experience Orchestration platform.
This position is ideal for a senior individual contributor who thrives on engaging directly with executive stakeholders, orchestrating complex delivery programs, and influencing cross-functional teams to deliver outcomes — without formal people management responsibilities.
Key Qualities of the Role
- Executive presence and confidence engaging at the C-suite level, driving business transformation conversations with senior stakeholders.
- Proven ability to connect strategy to execution — translating customer vision into actionable programs and measurable outcomes.
- A trusted advisor mindset, combining business acumen, technical understanding, and a customer-first approach.
- Skilled in navigating matrixed environments, aligning cross-functional resources and influencing without direct authority.
Key Responsibilities
Strategic Customer Engagement
- Serve as the senior Genesys representative for assigned enterprise accounts, with accountability for overall success and value realization.
- Build and maintain trusted relationships with C-level executives and key decision-makers.
- Partner closely with Sales, Professional Services, and Product teams to shape and execute account strategies that drive renewal, growth, and transformation.
- Facilitate Executive Business Reviews (EBRs) and strategic governance forums to ensure continuous alignment between customer outcomes and Genesys solutions.
Operational Delivery & Program Orchestration
- Oversee the end-to-end delivery and adoption lifecycle — from onboarding and enablement through transformation and expansion.
- Coordinate across CSMs, Technical Account Managers, and Services teams to ensure seamless execution and measurable results.
- Proactively identify risks and opportunities across accounts, ensuring issues are mitigated and successes amplified.
- Monitor adoption metrics, ROI, and customer health indicators to inform proactive engagement.
Revenue Growth & Retention
- Drive renewal and expansion outcomes through strategic engagement, value articulation, and business case reinforcement.
- Partner with Sales to identify new opportunities for innovation and solution adoption.
- Maintain accountability for account-level commercial performance, including Net Revenue Retention (NRR) targets.
Voice of the Customer & Advocacy
- Act as the Voice of the Customer internally, providing insights to influence product strategy and roadmap priorities.
- Collaborate with Marketing and Sales to develop customer advocacy stories, case studies, and thought-leadership opportunities.
- Promote customer participation in analyst briefings, industry panels, and Genesys events.
Qualifications & Experience
- Extensive experience in Customer Success, Consulting, or Strategic Account Management within enterprise SaaS or technology services environments.
- Proven success managing strategic accounts exceeding $10M annually, with ownership of both delivery and commercial outcomes.
- Strong background in professional services or consulting (Big 4, strategy consulting, or client-director-level roles) highly desirable.
- Expertise in AI-driven transformation, cloud adoption, and enterprise program governance.
- Demonstrated ability to lead through influence, coordinating multiple internal stakeholders to achieve shared customer goals.
- Domain experience within Financial Services / Banking preferred.
Key Success Metrics
- Operational excellence: successful delivery and measurable outcomes across assigned accounts.
- Retention & growth: >120% Net Revenue Retention (NRR).
- Adoption: measurable use and value realization of AI-enabled capabilities
- Executive alignment: ongoing engagement and partnership with C-suite stakeholders.
- Customer advocacy: participation in case studies, events, and testimonials.
If a Genesys employee referred you, please use the link they sent you to apply.
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:
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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 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.
