Customer Success Director Jobs in New York
Customer Success Director jobs in New York are among the most active in the country, concentrated in SaaS, fintech, media, and enterprise software with openings at every level from team lead to VP. Most hiring is in New York City, with additional demand in Albany and Buffalo where healthcare IT and financial services firms anchor the market. Salesforce, IBM, and Verizon are among the well-established employers with sustained customer success leadership hiring in the state. Find a role that fits below and apply directly.
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Showing 5 of 312+ Customer Success Director jobs
INTRODUCTION
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 Manager, Director
ABOUT GENESYS
Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement.
POSITION PURPOSE
The Customer Success Manager (CSM) Director role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption.
KEY RESPONSIBILITIES
Strategic Customer Partnership
- Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
- Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
- Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
- Understand and align with customers' business value drivers, success criteria, and KPIs.
- Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score).
Business Growth & Retention
- Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
- Develop and implement strategic plans to prevent downsells and ensure customer retention.
- Proactively identify potential business leads for expansion opportunities.
- Prepare and deliver territory plans to define account strategies and align resources.
- Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.
Cross-functional Collaboration
Team with and establish shared accountability with adjacent functions including:
- Onboarding Specialists to ensure systematic customer introduction and rapid value realization.
- Professional Services to drive smooth implementation through go live.
- Renewal Managers to maintain strong forecasting and high retention rates.
- Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings.
REQUIRED QUALIFICATIONS
Experience & Education
- 10+ years of experience in technology-related field, including consulting and enterprise account management.
- Bachelor’s degree in technology- or business-related field.
- Successful sales track record within a SaaS organization.
- Proven experience presenting to and building relationships with C-level executives.
- Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features.
- Genesys platform knowledge is a plus.
Technical Skills
- Proficiency with:
- CRM platforms (Salesforce, Gainsight).
- Microsoft Office Suite (PowerPoint, Excel, Word).
- Online communities and social media platforms.
- Strong data analysis and executive presentation capabilities.
Professional Competencies
Strategic Leadership
- Demonstrates thought leadership in CX domain.
- Unifies, influences, and inspires cross-functional teams.
- Builds and maintains C-level relationships effectively.
- Projects confidence and credibility in executive settings.
Customer Focus
- Extremely strong customer-facing skills.
- Proactive mindset with strong follow-through.
- Ability to translate complex technical concepts into business value.
- Experience driving customer advocacy and satisfaction.
Business Execution
- Strong multi-tasking abilities across customer portfolio.
- Excellent project and stakeholder management.
- Proven track record of driving business outcomes.
- Ability to manage complex enterprise relationships.
ADDITIONAL REQUIREMENTS
- Travel: Less than 30%.
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.
- $128,700.00 - $226,300.00
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.
OUR COMMITMENT TO INCLUSION
Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses.
ACCOMMODATIONS
We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process, please visit our Reasonable Accommodations Form for assistance.
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 reasonable.accommodations@genesys.com.
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.
LOCATION
- New York, USA
- Virtual Office (South Carolina)
- Virtual Office (North Carolina)
TIME TYPE
- Full time
POSTED ON
- Posted 12 Days Ago
JOB REQUISITION ID
- JR111112
INTRODUCTION
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 Manager, Director
ABOUT GENESYS
Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement.
POSITION PURPOSE
The Customer Success Manager (CSM) Director role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption.
KEY RESPONSIBILITIES
Strategic Customer Partnership
- Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
- Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
- Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
- Understand and align with customers' business value drivers, success criteria, and KPIs.
- Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score).
Business Growth & Retention
- Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
- Develop and implement strategic plans to prevent downsells and ensure customer retention.
- Proactively identify potential business leads for expansion opportunities.
- Prepare and deliver territory plans to define account strategies and align resources.
- Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.
Cross-functional Collaboration
Team with and establish shared accountability with adjacent functions including:
- Onboarding Specialists to ensure systematic customer introduction and rapid value realization.
- Professional Services to drive smooth implementation through go live.
- Renewal Managers to maintain strong forecasting and high retention rates.
- Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings.
REQUIRED QUALIFICATIONS
Experience & Education
- 10+ years of experience in technology-related field, including consulting and enterprise account management.
- Bachelor’s degree in technology- or business-related field.
- Successful sales track record within a SaaS organization.
- Proven experience presenting to and building relationships with C-level executives.
- Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features.
- Genesys platform knowledge is a plus.
Technical Skills
- Proficiency with:
- CRM platforms (Salesforce, Gainsight).
- Microsoft Office Suite (PowerPoint, Excel, Word).
- Online communities and social media platforms.
- Strong data analysis and executive presentation capabilities.
Professional Competencies
Strategic Leadership
- Demonstrates thought leadership in CX domain.
- Unifies, influences, and inspires cross-functional teams.
- Builds and maintains C-level relationships effectively.
- Projects confidence and credibility in executive settings.
Customer Focus
- Extremely strong customer-facing skills.
- Proactive mindset with strong follow-through.
- Ability to translate complex technical concepts into business value.
- Experience driving customer advocacy and satisfaction.
Business Execution
- Strong multi-tasking abilities across customer portfolio.
- Excellent project and stakeholder management.
- Proven track record of driving business outcomes.
- Ability to manage complex enterprise relationships.
ADDITIONAL REQUIREMENTS
- Travel: Less than 30%.
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.
- $128,700.00 - $226,300.00
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.
OUR COMMITMENT TO INCLUSION
Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses.
ACCOMMODATIONS
We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process, please visit our Reasonable Accommodations Form for assistance.
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 reasonable.accommodations@genesys.com.
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.
LOCATION
- New York, USA
- Virtual Office (South Carolina)
- Virtual Office (North Carolina)
TIME TYPE
- Full time
POSTED ON
- Posted 12 Days Ago
JOB REQUISITION ID
- JR111112
See All 312+ Customer Success Director Jobs in New York
Find roles in New York that match your experience and apply in just a few clicks.
Find JobsCustomer Success Director Jobs by City in New York
Where New York roles are concentrated, by current openings.
Customer Success Director Job Market in New York
A snapshot from current New York openings, updated as new roles post.
Who's Hiring
- Columbia University12
- Mastercard9
- Veeva Systems8
- Horizon Media7
- Citi6
Top Industries Hiring
- Technology & Software103
- Consulting & Professional Services39
- Marketing & Advertising31
- Education27
- Banking & Financial Services23
What New York Employers Look For
The qualifications that appear most often in customer success director jobs across New York.
- Bachelor's degree in business, marketing, communications, or a related field required
- Five or more years in customer success, account management, or client services roles
- Demonstrated experience managing enterprise accounts or large customer portfolios
- Proficiency with CRM platforms such as Salesforce, Gainsight, or HubSpot
- Experience leading and coaching customer success teams across multiple segments
- Strong analytical skills with ability to translate data into retention and growth strategies
Customer Success Director Jobs in New York: Frequently Asked Questions
How do you become a customer success director in New York?
Customer success directors in New York do not require a state-issued license, so the path runs through experience and education rather than credentialing. Most candidates hold a bachelor's degree in business, marketing, or a related field and build several years in customer-facing roles before stepping into director-level work. New York's dense SaaS and fintech sectors make account management and customer success manager roles the most common stepping stones, with many directors coming up through firms headquartered in New York City.
Which companies hire customer success directors in New York?
Employers hiring customer success directors in New York right now include Columbia University, Mastercard, and Veeva Systems, based on current listings on Migrate Mate as of June 2026. New York's concentration of enterprise software, financial services, and media companies means demand for customer success leadership is spread across both large corporations and fast-growing technology firms with New York offices.
Which New York cities have the most customer success director jobs?
New York, Harrison, and Brooklyn have the most customer success director openings in New York. New York City drives the majority of demand given its headquarters density in SaaS, fintech, and media, while Albany's government technology and healthcare IT sectors and Buffalo's growing financial services and insurance industry generate consistent openings outside the metro.
Are there remote customer success director jobs in New York?
Yes, and more than most fields. Customer success director work is largely relationship-driven and conducted over digital channels, making it well suited to remote arrangements. About 40% of customer success director openings tied to New York are remote or hybrid as of June 2026, reflecting how widely distributed enterprise client bases have become. Strategic account oversight and team leadership functions tend to be the most consistently remote parts of the role.
How can I get hired as a customer success director in New York with little or no experience?
The most realistic entry path is through a customer success manager or account manager role at a New York-based technology or fintech company, then progressing to director level after demonstrating retention and expansion results. Large employers with structured career tracks in New York, including enterprise software firms and financial technology companies headquartered in the city, regularly promote from within. Building proficiency in Gainsight or Salesforce and earning a customer success certification strengthens candidacy for those early roles.
Where can I find and apply to customer success director jobs in New York?
You can find and apply to customer success director jobs in New York on Migrate Mate, which lists current openings across the state. Find roles that fit your experience and apply directly to the ones that match.
See All 312+ Customer Success Director Jobs in New York
Find roles in New York that match your experience and apply in just a few clicks.
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