Senior Director, Customer Success

Genesys empowers more than 7,500 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 this Customer Success Director role is to establish a life-long relationship between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision. 

They are the customer’s advocate and champion throughout their journey with Genesys.  They 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, adoption, retention, and revenue growth. 

Responsibilities / Job Duties

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

• Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey 

• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Customer Success Manager and customers can achieve mutual success) 

• Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes 

• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives.

• Drive customer reference ability and continuous improvement of customer advocacy measures (e.g., Genesys Experience Index) 

• Prepare and deliver territory plans to define account strategies and align resources Team and establish shared 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

Skills and Competencies

• Analytics Mindset

  • Translate data analysis into customer business impacts - Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance, etc.)

• Foundational Product Skill

  • Understand how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes

• How We Think

  • Customer Focus – Building strong customer relationships and delivering customer-centric solutions

  • Balancing the needs of multiple stakeholders – Anticipating and balancing the needs of multiple stakeholders

  • Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needs

• How We Own It

  • Ensures Accountability – Holding self and others accountable to meet commitments

  • Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals

  • Action-oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm

• How We Interact

  • Collaborates – Building partnerships and working collaboratively with others to meet shared objectives

  • Manages Conflict – Handling conflict situations effectively with a minimum of noise

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