VP, Customer Success West

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

We are seeking a dynamic and high-energy executive to lead our Customer Success efforts in the Western Subregion of North America.

The Vice President of Customer Success will lead and scale our customer success team to ensure our clients experience exceptional value throughout their journey with Genesys. This role is pivotal in driving customer satisfaction, retention, and expansion.

The VP of Customer Success will work closely with cross-functional teams to deliver a seamless customer experience, influence product development, and develop strategies to increase customer lifetime value. The ideal candidate is a strategic leader with a passion for building strong customer relationships and driving business outcomes.

Key Responsibilities:

• Leadership & Strategy
  • Manage a team of leaders, program managers, and project managers ensuring a high level of customer satisfaction. 
  • Own and manage the P&L, ensuring sustainable growth across both Subscription and Services business models.
  • Provide management direction and mentoring on key customer deals to both the sales and services leadership teams 
  • Responsible for driving and achieving financial objectives through subscription and services bookings and revenue growth
  • Formulate, define, and execute sales strategy with the Sales Directors, understanding customer business drivers and technical drivers 

• Customer Experience & Retention
  • Lead efforts to improve customer onboarding, adoption, engagement, and overall satisfaction.
  • Champion the voice of the customer, ensuring customer feedback is prioritized and integrated into the company’s operations.

• Cross-Functional Collaboration
  • Collaborate with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience.
  • Serve as main executive resource for customer satisfaction issue resolution related to Services engagements 
  • Responsible for the development and maintenance of relationships with our key vendor technical managers/executives 
  • Building and maintaining relationships with C-level executives, customers, and partners within the assigned customer space 

• Customer Advocacy & Growth
  • Communicates goals and …