Customer Success, Director

We need to output HTML fragment with sections: h3 for headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use only sections that have real specific content. No job title heading. No Job ID. Remove boilerplate, navigation, legal, EEO, duplicated lines, application instructions. Preserve all substantive info. We need to parse the posting. Content: - Intro paragraph: "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." - Role Overview: "Own and elevate how Genesys builds long term enterprise customer value by leading strategic partnerships that drive adoption, retention, and expansion across a global portfolio. This role directly influences revenue growth and customer outcomes by shaping how organizations realize the full potential of AI powered customer experience solutions. At Genesys, we enable brands to deliver empathetic, personalized experiences at scale, and this role ensures that vision translates into measurable business impact for our customers. You will act as a trusted advisor to executive stakeholders, guiding transformation strategies while aligning cross functional teams to deliver consistent value throughout the customer lifecycle. This is a highly visible leadership role with influence across revenue, product adoption, and customer advocacy, offering the opportunity to shape enterprise success at scale." - Key Responsibilities: list bullet points. - Required Qualifications: list bullet points. - Preferred Qualifications: list bullet points. - Compensation: description with salary range. - Benefits: list bullet points. - Working at Genesys: bullet points about culture etc. Might be considered "About Genesys" or "Company Overview". Could be a section like "About Genesys" or "Company". The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. They didn't list "About Genesys" but we could use "About the role" for role overview? Actually "About the role" is a heading we can use for role overview. Then Responsibilities, Requirements (maybe combine Required and Preferred?), Qualifications (maybe separate Required and Preferred?), Skills, Benefits, Pay, Schedule. We need to decide which sections to include based on content. We have: - Role Overview -> could be "About the role". - Key Responsibilities -> "Responsibilities". - Required Qualifications -> maybe "Requirements" or "Qualifications". The instruction includes both Requirements and Qualifications as possible headings. We could put Required Qualifications under "Requirements" and Preferred Qualifications under "Preferred Qualifications" but they didn't list that heading. Could combine both under "Qualifications". But they said "Prefer a few substantive sections over many thin ones." So maybe we have sections: About the role, Responsibilities, Qualifications (combining required and preferred), Benefits, Pay. No Schedule because not mentioned. We need to include Pay section only if posting actually states them. Yes compensation includes salary range. So we include Pay. Benefits: yes. Schedule: not mentioned, so omit. Skills: maybe we could include a Skills section derived from qualifications? But they said use headings like Skills if there is content. We could put skills under Qualifications. Probably better to have Qualifications section covering required and preferred. Thus output:

About the role

... role overview paragraph(s) ...

Responsibilities

• Own a portfolio of enterprise customers, acting as the primary strategic advisor to drive business outcomes and long term value realization
• Develop and execute Customer Success Plans that align customer objectives with measurable KPIs and platform adoption strategies
• Lead executive engagement through regular business reviews that track progress, demonstrate value, and align on future growth opportunities
• Drive adoption and utilization of Genesys solutions to strengthen retention and accelerate expansion across accounts
• Identify and advance expansion opportunities by aligning product capabilities to evolving customer business needs
• Implement proactive risk mitigation strategies that improve customer health, reduce churn, and protect recurring revenue
• Build and scale customer advocacy by increasing referenceability, satisfaction, and Net Promoter Score outcomes
• Partner cross functionally with Sales, Professional Services, Renewals, and Onboarding teams to ensure seamless lifecycle execution
• Influence territory and account strategies by delivering data driven insights and aligning internal resources to customer priorities
• Translate complex technical capabilities into clear business value for executive stakeholders

Qualifications

We need to include both required and preferred. Could separate with subheadings? But only allowed headings are h3. Could have two h3 sections: Required Qualifications and Preferred Qualifications. The instruction list includes Requirements and Qualifications as possible headings. So we could do:

Requirements

required qualifications

Preferred Qualifications

preferred qualifications

That seems okay. Then Benefits:

Benefits

list

Pay:

Pay

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

We should not include fluff like "Click here to view a summary overview of our Benefits." That's a link; we should drop application instructions and navigation. Also drop "Working at Genesys AI at enterprise scale – ..." that's more marketing; but it's substantive? It's about culture. Could be considered "About Genesys" but not in allowed headings. Might be considered boilerplate? It's not EEO/legal but it's promotional. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. This promotional text might be considered not boilerplate but it's not a required section. Since we prefer few substantive sections, we could omit it. It's not required to preserve all substantive information? The instruction says "Preserve ALL substantive information; do NOT invent or summarize away detail." That suggests we must keep all substantive info, not just sections. However we can embed that info within existing sections maybe as a paragraph under About the role or Benefits? But it's about company culture, not role. Could be placed under a section like "About Genesys" but not allowed heading. Could we incorporate it into a paragraph under "About the role"? That might be stretching. Better to include a section "About Genesys" even if not in list? The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). The "e.g." implies those are examples, not exclusive list. So we can add other headings if needed, as long as they are h3. So we could add

About Genesys

with that paragraph. But we must avoid filler. The paragraph is substantive. Thus final sections: About the role, Responsibilities, Requirements, Preferred Qualifications, Benefits, Pay, About Genesys. We should not include Schedule. Now need to strip out duplicated lines, boilerplate like "Click here to view a summary overview of our Benefits." and "What Happens After You Apply", "Stay Connected", "Employee Referral", "About Genesys:" (we already have), "Reasonable Accommodations:", EEO statement, etc. Also remove "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." That's part of intro; we keep. Now craft HTML. Let's extract exact text for each piece. Intro paragraph (first paragraph before Role Overview): "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." Role Overview paragraph(s): "Own and elevate how Genesys builds long term enterprise customer value by leading strategic partnerships that drive adoption, retention, and expansion across a global portfolio. This role directly influences revenue growth and customer outcomes by shaping how organizations realize the full potential of AI powered customer experience solutions. At Genesys, we enable brands to deliver empathetic, personalized experiences at scale, and this role ensures that vision translates into measurable business impact for our customers. You will act as a trusted advisor to executive stakeholders, guiding transformation strategies while aligning cross functional teams to deliver consistent value throughout the customer lifecycle. This is a highly visible leadership role with influence across revenue, product adoption, and customer advocacy, offering the opportunity to shape enterprise success at scale." We can combine into one

. Responsibilities list: as above. Required Qualifications list: - 10 or more years of experience in technology, consulting, or enterprise account management roles - Bachelor’s degree in a technology or business related field - Proven track record of driving revenue growth and customer retention within a SaaS environment - Demonstrated experience building and maintaining relationships with C level executives - Strong understanding of customer experience platforms and enterprise SaaS solutions - Proficiency with CRM and customer success tools such as Salesforce and Gainsight - Advanced data analysis skills with the ability to present insights to executive audiences - Strong communication, stakeholder management, and strategic thinking capabilities - Ability to manage complex enterprise customer environments across technical and business dimensions Preferred Qualifications list: - Experience working with CCaaS platforms, ecosystems, and enterprise customer experience strategies - Familiarity with Genesys Cloud platform and related technologies - Experience driving customer transformation initiatives at enterprise scale - Demonstrated thought leadership within the customer experience domain Benefits list: - 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 We should keep the punctuation as in original. Pay paragraph: as above. About Genesys paragraph(s): The block after "Working at Genesys AI at enterprise scale – ..." includes multiple bullet-like sentences. Let's capture: "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 yearA flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best workGrowth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education supportTime to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their familiesRecognized 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." We need to fix missing spaces: there are missing spaces after periods. We'll just keep as is but maybe add spaces for readability? Must preserve substantive information; we can add spaces? Might be altering. Better to keep exactly as given but we can add spaces where missing? The original text had missing spaces due to