VP, Customer Success

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.

VP, Customer Success
 

Job Summary:
The Vice President of Customer Success will lead the North America Customer Success Management (CSM) team, ensuring customers achieve meaningful outcomes with Genesys solutions. This leader brings exceptional customer advocacy, commercial acumen, and executive presence. The role is accountable for driving customer satisfaction, adoption, retention, and revenue growth by empowering a high-performing, consultative team.

Responsibilities:

• Lead a team supporting a diverse portfolio of enterprise, commercial, and midmarket customers, acting as the primary business contact throughout the customer experience journey
• Ensure development and execution of impactful, insight-driven Customer Success Plans
• Build strong relationships with C-level stakeholders by understanding their KPIs, business goals, and success metrics
• Partner with Renewal Managers to implement robust forecasting and renewal practices that drive retention and recurring revenue growth
• Collaborate with Sales to identify cross-sell and up-sell opportunities, building a healthy CSM pipeline
• Conduct regular Executive Business Reviews to assess customer progress and demonstrate value delivery
• Champion customer advocacy by improving Net Promoter Score (NPS) and securing customer references
• Develop and maintain strategic territory plans to align resources with customer strategies
• Develop Client Experience Orchestration Plan for the top 20 clients, representing 12-18 months of Products and Services from Genesys which the client agrees to secure budget for and leverage Genesys Professional Services to rollout
• Position and promote Professional Services to ensure seamless implementations and value realization

Required Qualifications:

• Minimum of 10 years of leadership experience in technology, enterprise account management, or consulting
• Bachelor’s degree in technology, business, or a related field, or equivalent experience. 
• Proven ability to lead high-performing, customer-facing teams in complex, matrixed environments
• In-depth knowledge of Customer Experience (CX) technologies and best practices
• Demonstrated success in building relationships and influencing at the executive level
• Exceptional multitasking and organizational skills across a diverse account base
• Strategic thinker who inspires teams, influences cross-functional stakeholders, and drives change to meet evolving customer needs

#LI-Remote

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.  

$225,700.00 - $419,100.00

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

If a Genesys employee referred you, please use the link they sent you to apply.

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