Jobs and Careers

Senior Director, Customer Success

California, United StatesRemotefull_timeVerifiedPosted 31 Mar 2025

💰 $307,600/yr

About the role

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.

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Job Description
Job Title: Senior Director, Customer Success
Department & Team: Customer Success, North America
Reports to: Matt Brunelle
Location: North America, West Region
Summary:

Position Purpose

We are seeking a Director, Customer Success to lead and develop a team of Customer Success Managers (CSMs) focused on driving growth and retention of Genesys' customers. In this role, you will coach and enable CSMs to deliver exceptional customer experiences while orchestrating strategies to help customers achieve their business outcomes through our products and services.

Key Responsibilities:

Team Leadership & Development

Lead and mentor a team of CSMs, providing strategic guidance and executive oversight.
Establish team goals, resources, and working plans aligned with organizational objectives.
Foster a collaborative environment emphasizing empathy and problem-solving.
Conduct regular talent reviews and support career development initiatives.
Drive consistent success management approaches across the customer portfolio.

Customer Success Strategy

Guide CSMs in developing and executing Customer Success Plans that align with customer KPIs.
Coach team to identify opportunities for product adoption and expansion.
Drive proactive risk management strategies to maintain customer health.
Support the team in achieving customer retention and growth objectives.
Enable customer advocacy programs and reference initiatives.

Cross-functional Collaboration

Build strong partnerships with other team leaders to ensure seamless customer experiences.
Coordinate with Professional Services to ensure smooth project delivery.
Partner with Renewal Managers to drive strong forecasting and retention rates.
Work with Sales to identify and execute cross-sell/up-sell opportunities.

Minimum Requirements:

Experience & Education

5+ years of senior people management experience in SaaS Customer Success
Substantial experience as a Customer Success Manager and leader in high-growth SaaS
Bachelor's degree in technology or business-related field
Strong understanding of CX industry and technology
Proficiency with CRM tools (Salesforce, Gainsight) and standard productivity software

Key Competencies

Strategic mindset with ability to translate data insights into business impact.
Excellence in written and verbal communication
Proven ability to influence and motivate cross-functional teams.
Strong interpersonal and presentation skills
Experience managing complex technical and business situations.
Ability to thrive in dynamic environments.
Action-oriented approach to challenges

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.

$165,600.00 - $307,600.00

Benefits: