Sr Director, Customer Success

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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.

Position Purpose

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

 Key Responsibilities

The Sr. 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 Sr. 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 their team as they manage a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight, as necessary.  
• Coach their team to apply ‘empathy in action’, to understand customers’ business value drivers, success criteria, and KPIs to develop and execute Customer Success Plans (actionable blueprints by which Genesys and customers can achieve mutual success)  
• Support their team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys’ products, services, and best practices.     
• Ability to drive the team to achieve multiple objectives all related to customer health and growth and do that in synchrony with other internal and external areas.  
• Ability to manage complex technical/business situations with a solving problem attitude and tireless devotion to customers.
• Conduct a regular talent review cadence with their team to ensure ongoing development and progress toward agreed-upon career goals and objectives.  
• Enable their 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 their 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 including, but not limited to:  

• Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible.  
• Professional Services to ensure that implementations progress smoothly to go-live.  
• Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.  
• Sales to identify cross-sell/up-sell opportunities and drive incremental bookings. 

Minimum Requirements:

Required Qualifications

• 8+ years’ experience in a SaaS CSM people management role
• 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 CRM tools such as Salesforce and Gainsight, productivity tools incl