GenesysHiring

Senior Director, Customer Success

  • Remote, Canada
  • Lead
  • Posted 5 days ago
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In one line

Senior customer success role owning a portfolio of enterprise accounts, focused on getting AI features adopted and turning that into renewals and growth.

About the role

The team works on moving AI from pilots into daily use in large contact centers. Two things matter most here: real hands-on AI knowledge and a repeatable process for driving adoption.

At a glance

Pay
Not stated in the posting
Remote scope
Remote, Canada
Seniority
Lead
Skills
Customer success, Generative AI, Predictive AI, Virtual agents, Workflow automation, Net Promoter Score
Posted
30 Oct 2026
Last checked
2 Nov 2026

What you will do

  • Act as the main business contact for a portfolio of enterprise customers
  • Build customer success plans and run executive business reviews on a regular cadence
  • Track adoption metrics and steer accounts toward renewal
  • Spot expansion leads and head off downsells
  • Explain generative and predictive AI, virtual agents and workflow automation in business terms

What they look for

  • Hands-on experience with AI and a clear view of how it changes customer experience
  • A disciplined, repeatable approach to driving product adoption
  • Experience managing enterprise accounts and executive relationships
  • Comfort with adoption metrics, KPIs and renewal planning
  • Knowledge of the contact center industry

A typical week

  • Meet customer executives and review progress against goals
  • Analyze adoption data and adjust success plans
  • Prepare and present business reviews
  • Work with internal teams on renewal and expansion strategy

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Questions about this job

Is this a remote job, and where can I work from?

The posting lists it as remote for people in Canada.

What does this job pay?

No pay range is stated in the posting.

What experience is needed?

It is a lead role. The posting asks for: hands-on experience with AI and a clear view of how it changes customer experience; a disciplined, repeatable approach to driving product adoption; experience managing enterprise accounts and executive relationships. Skills it names include Customer success, Generative AI, Predictive AI, Virtual agents.

How do I apply with Keywordise AI?

Click Apply with Keywordise AI, create an account and upload your CV. Your CV and cover letter are written for this job from what you have really done, then Keywordise applies for you. Trial: 7 days, no card.

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