Sr. Director, Customer Success Transformation

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. About the Role Genesys is seeking a strategic and execution-focused Senior Director, Customer Success Transformation to help define and drive the future of our global Customer Success organization, with an initial focus on Professional Services and the broader Customer Success operating model. In this role, you will serve as a strategic partner to the Head of CS Transformation and a key architect of the future Customer Success operating model. You will define what that future model looks like and how the pieces fit together - connecting customer engagement, Professional Services, scaled and digital motions, talent, commercial models, technology, and AI into a coherent system for creating customer value at scale. You will translate that architecture into a transformation portfolio and lead the most strategic initiatives required to make it real. The ideal candidate combines enterprise transformation leadership with strong operating-model architecture skills: someone who sees the organization as an interconnected system, challenges existing assumptions, defines future-state choices, and translates complex ideas into practical models leaders and teams can execute. You will bring strong understanding of Customer Success, Professional Services, and customer-facing SaaS operating models, with the executive presence to influence senior leaders across a global matrixed organization. Location Fully remote within US (not limited to the states that the job is tagged to) What You'll Do Architect the future-state Customer Success operating model, defining how customer engagement, Professional Services, scaled and digital motions, talent, technology, AI, and commercial models work together to create scalable customer value. Partner with executive leadership to define strategic choices, transformation priorities, and multi-year roadmaps that align Customer Success with company strategy, customer needs, and growth objectives. Connect transformation initiatives into a coherent portfolio, sequencing priorities such as Professional Services transformation, AI acceleration, A2O, talent evolution, new offers, and scaled Customer Success around a common future-state model. Lead the most strategic and ambiguous transformation initiatives from problem definition and future-state design through incubation, proof, scale, and transition into the business, driving measurable outcomes and sustained adoption. Design new operating and commercial models that enable standardization, productization, continuous value realization, and scalable growth, working across Sales, Product, Finance, Operations, HR, Enablement, and Innovation. Translate AI and emerging technologies into business transformation opportunities, identifying where AI can change roles, workflows, delivery models, and customer engagement in partnership with AI and Innovation leaders. Build compelling executive narratives, decision frameworks, and governance mechanisms that clarify choices, trade-offs, risks, and business impact and enable senior leaders to act. Build trusted relationships with senior leaders and influence decisions without direct authority, creating alignment and momentum while challenging conventional thinking and existing ways of working. What You'll Bring 10+ years of experience in strategic transformation, operating model design, strategy, business operations, or related leadership roles within enterprise SaaS or technology organizations. Demonstrated experience designing and implementing new operating models, business models, customer-facing capabilities, or transformation strategies, not simply managing projects or programs. Deep understanding of Customer Success, Professional Services, and/or customer-facing SaaS operating models, with the ability to connect customer lifecycle, services, commercial, and operational perspectives. Strong understanding of recurring-revenue SaaS economics and the ability to connect customer outcomes to growth, retention, expansion, services performance, and scalable delivery. Experience translating AI and emerging technology capabilities into business and organizational transformation opportunities, and leading complex global change in highly matrixed organizations. Exceptional strategic problem-solving and executive influence, with the ability to move between strategy and operational detail, create structure in ambiguity, and influence senior stakeholders without formal authority. Strong commercial, analytical, and financial acumen, with a data-driven approach to identifying opportunities, building business cases, prioritizing investments, and measuring impact. Experience driving organizational change and adoption across geographically dispersed teams, with a strong builder mindset and bias toward creating capabilities that scale into the broader organization. Bachelor's degree or equivalent experience; advanced degree preferred. Why Genesys Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. As the global leader in AI-powered experience orchestration, we empower organizations to deliver personalized, empathetic experiences at scale. Join Genesys to help architect the future of Customer Success, partner with senior leaders, and build capabilities that scale customer impact and growth. #LI-Remote 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. $191,700.00 - $337,100.00 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.