Director, Customer Success

Genesys

About The Position

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 Title: Director, Customer Success Department & Team: North America CSM Reports to: Stephanie Williamson Location: West / Central USA Summary: The Director, Customer Success Management role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys' customers. The Director advocates and champions their customers' journeys and orchestrates the right strategies, products, and services to help customers rapidly realize their business outcomes. Working closely with leaders from other Genesys functions, the Director ensures a One Genesys approach to customer success.

Requirements

6+ years' experience in a SaaS CSM people management role
10+ years’ 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.
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
Experience with CRM tools such as Salesforce and Gainsight
Competency with online communities and social media platforms
Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
Strategic Mindset: Seeing ahead of future possibilities and translating them into breakthrough strategies.
Analytics Mindset: Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance)
Foundational Product Skill: Understanding how product adoption relates to key business outcomes.
Ensures Accountability: Holding self and others accountable to meet commitments.
Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals.
Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Collaborates: Building partnerships and working collaboratively to meet shared objectives
Manages Conflict: Handling conflict situations effectively with minimal noise.
Active Listener: Focuses on the speaker with intent to understand versus self-focus.
Communicates Effectively: Developing and delivering multi-mode communications that convey clear understanding of different audiences' needs.
Organizational Savvy: Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.
Instills Trust: Gaining confidence and trust through honesty, integrity, and authenticity.
Situational Adaptability: Adapting approach and demeanor in real time to match shifting demands.
Maintains positive and resilient attitude.
Thrives in dynamic environment.

Responsibilities

Team Leadership Lead team in managing a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight as necessary.
Coach team to apply 'empathy in action' to understand customers' business value drivers, success criteria, and KPIs.
Lead and deliver compelling Executive Business Reviews (EBRs) to C-level stakeholders, articulating strategic value, ROI, and business impact.
Guide team in preparing and presenting Quarterly Business Reviews (QBRs) that demonstrate customer success, adoption metrics, and strategic roadmap alignment.
Develop and present data-driven insights that resonate with executive stakeholders and drive strategic decision-making.
Customer Success Strategy Support team in helping customers achieve business outcomes through adoption of relevant Genesys products, services, and best practices.
Enable team to drive customer reference-ability and advocacy.
Drive participation in key engagement activities such as Customer Advisory Board and Customer Roundtable.
Coach team to apply proactive risk management for customer sentiment, turning potential risks into opportunities to delight, retain, and grow customers.
Cross-functional Collaboration Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions including: Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value rapidly.
Professional Services to ensure implementations progress smoothly to go-live.
Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
Sales to identify cross-sell/up-sell opportunities and drive incremental bookings.