Senior Director, Customer Success

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.

Summary:
The goal of this Senior Director, Customer Success role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys’ customers.  Your goal is to coach, develop, manage and enable the Customer Success Managers in support of their responsibilities.

Key Responsibilities:

The Senior Director leads and works with their team of CSMs as they advocate and champion their customers’ journeys and orchestrate the right strategies, products, and services to help customers rapidly realize their business outcomes.  

The Senior Director works closely with leaders from other Genesys functions to ensure a One Genesys approach to customer success.

In this role, the primary responsibilities will include (but are not limited to):

• Lead your team as they manage a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight, as necessary  

• Lead your team in identifying and managing client renewal and retention opportunities for additional revenue and growth through upselling and cross-selling

• Coach your team to apply ‘empathy in action’, to understand customers’ business value drivers, success criteria, and KPIs in order to develop and execute Customer Success Plans (actionable blueprints by which Genesys and customers can achieve mutual success)  

• Support your team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys’ products, services, and best practices     

• Conduct a regular talent review cadence with your team to ensure ongoing development and progress toward agreed-upon career goals and objectives  

• Enable your team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities such as Customer Advisory Board, Customer Roundtable, etc  

• Coach your team to apply proactive risk management for customer sentiment, and to turn a risk or potential risk into an opportunity to delight, retain and grow customers

• Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions in key points of the customer journey.

Minimum Requirements:

• 5+ years’ experience in a SaaS CSM people management role, managing teams of 10+ 

• 8+ years' experience in relationship development and management working with executives and decision makers in complex customer environments

• Experience leading Customer Success teams with ARR of 100mm+

• Substantial experience working as a Customer Success Manager in a fast growing SaaS company

• Bachelor’s or advanced degree in technology- or business-related field  

• Familiarity with CX (industry and technology) to lead a consultative approach  

• Fostering an environment of teamwork and collaboration  

• Ability to thrive in a dynamic environment  

• Excellent interpersonal, presentation skills – both written and verbal   

• Ability to consistently maintain a positive and resilient attitude   

• Leadership profile that unifies, influences, and motivates cross-functional teams in an empathic manner  

• Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey  

• Proficient with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms  

• Travel >30% 

#LI-Remote

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.  

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.