Senior Director, 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.

Job Title: Senior Director, Customer Success
Department & Team: Customer Success & Services - CSM North America
 

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 with ARR of 100mm+

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

• Bachelor’s or advanced degree in technology- or business-related field  

• Familiarity with CX (industry and technology) to lead a consultative approach  

• Fostering an environment of teamwork and collaboration  

• Ability to thrive in a dynamic environment  

• Excellent interpersonal, presentation skills – both written and verbal   

• Ability to consistently maintain a positive and resilient attitude   

• Leadership profile that unifies, influences, and motivates cross-functional teams in an empathic manner  

• Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey  

• Proficient with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms  

• Travel >30% 

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed