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.

Senior Director, Customer Success

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 in SMB and growth accounts

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

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