Customer Success Director - Global Accounts (Italy)

Customer Success Director - Global Accounts (Italy)

As Customer Success Director at Genesys, you will build lifelong relationships with global customers and guide them to achieve their CX vision. You’ll engage senior leaders, align cross-functional teams, and drive adoption, value realization, and revenue growth. You’ll shape account strategy, elevate customer outcomes, and represent Genesys as a trusted partner. This role offers a strategic, high-impact path in a collaborative, growth-focused culture.

• Act as strategic advocate throughout the customer journey and orchestrate adoption of the right strategies, products, and services
• Build relationships with senior executives and align cross-functional teams to drive onboarding, retention, growth, and advocacy
• Coach and mentor other Customer Success Managers and share best practices
• Develop relationships with cross-functional colleagues to enable value realization
• Manage executive business reviews to track progress toward business objectives
• Facilitate cross-functional account planning, including cross-sell/up-sell opportunities and renewal strategies
• Coordinate with Solution Consulting, Professional Services, Technical Account Management, Renewal leaders, Product Management, and Business Consulting to drive adoption and value
• 10+ years in a customer-facing role in a contact center or related industry
• Bachelor’s Degree in a technology- or business-related field
• Fluent in Italian and English
• Strong relationship-building and proactive engagement using digital touchpoints
• Experience managing multiple large, complex global customers and multi-million revenue streams
• Thrives in dynamic environments
• Excellent interpersonal and presentation skills (written and verbal)
• Leadership that unifies and inspires cross-functional teams
• Experience with productivity tools (PowerPoint, Excel, Word) and CRM tools (Salesforce, Gainsight) and online communities/social platforms

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