Genesys

Customer Success Executive

Genesys

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • 🇦🇺 Australia

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Job Level

Mid-LevelSenior

About the role

  • 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
  • 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
  • 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
  • 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
  • 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
  • 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

Requirements

  • 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
Benefits
  • great benefits and perks like larger tech companies
  • independence to make a larger impact on the company
  • take ownership of their work

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
account leadershipcustomer successconsultingSaaS adoption modelsAI-driven transformationprogram governancestrategic account managementdelivery managementcommercial outcomestransformation at scale
Soft skills
leadershipmentoringrelationship buildingcommunicationstrategic thinkingrisk managementcollaborationinnovation adoptioncustomer-centric executionproactive problem solving