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.

This job description is a template for job requisitions please make sure to update according to the position you are hiring for

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.  

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.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.