VP, Customer Success

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VP, Customer Success

The VP, Customer Success will have responsibility for leading the North America CSM team.  This person will have extraordinary customer management and business consultancy experience and will drive customer happiness, adoption, revenue, and customer retention. They will be comfortable consulting and negotiating with C-level executives, backed up with a deep understanding of their business objectives.

The Customer Success Managers (CSMs) are the customer’s advocates and champions throughout their journey with Genesys.  They are highly consultative, demonstrate thought leadership, and recommend,  orchestrate, and ensure the adoption of the right strategies, products, and  services to help customers rapidly realize their business outcomes.  They work closely with related functions in Genesys to ensure customer onboarding,  retention,  and revenue growth.  

The successful candidate has led teams of highly skilled, customer-facing individuals and a track record of success developing reciprocal partnerships across all internal and external stakeholders, designing, and communicating strategies that deliver our desired business outcomes. Negotiating commercial terms within complex organizations and multiple stakeholders is a plus.  Background in account management, enterprise sales, and professional services is highly desirable. 

This leader mentors the team to build strong relationships with complex and fast-paced customers. The role will be measured based on several goals and metrics, including bookings and revenue.

Responsibilities / Job Duties 

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

• Lead a team that supports a portfolio of enterprise, commercial and midmarket customers serving as their primary business point of contact with high-touch engagement throughout their CX journey  
• Ensuring the CSM team is building relevant and insightful customer success plans
• Understand customers’ business value drivers, success criteria, and KPIs for this individual to engage at the C-suite level    
• Work with the Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue  
• Work with Sales to identify cross-sell/up-sell opportunities and generate a CSM pipeline
• Establish a regular cadence of Executive Business Reviews with the customer to track progress toward their stated business objectives  
• Drive customer reference ability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score)  
• Prepare and deliver territory plans to define account strategies and align resources  
• Position and sell Professional Services to ensure that implementations progress smoothly to go-live  

Required Qualifications 

• 10+ years’ leadership experience in a technology-related field, including consulting and enterprise account management  
• Bachelor’s Degree in a technology- or business-related field  
• Familiarity with CX (industry and technology) to drive consultative approach to customer interactions  
• Ability to manage/multi-task multiple actions across assigned customer base  
• Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers  

Compensation:
Market competitive salary with an anticipated base compensation range of $187,200.00 - $388,800.00. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location

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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

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