Customer Success Content, Director

Genesys • Washington, DC

47d • $130,600 - $229,800 • Hybrid

About The Position

Genesys is seeking a Director of Customer Success Content, a senior individual-contributor role focused on increasing the visibility of innovation, expertise, and value delivered by Customer Success, Professional Services, and Orchestrators. The role involves building and managing a content and marketing engine to support these teams. The ideal candidate is an exceptional content creator skilled in various formats, including blogs, web copy, executive presentations, and branded slides. They must be adept at transforming input from subject matter experts into polished, on-brand content for executives, analysts, and customers, ensuring accuracy and nuance. The core responsibilities include content and marketing support for Customer Success, Professional Services, and Orchestrators, translating programs and innovations into content for customers, the field, and the market. This includes creating tools like catalogs, pitch decks, and web pages to help these teams consistently tell their story. The role also supports the creation of customer testimonials and success stories, highlighting how Genesys customers transform their businesses. It's a highly collaborative, hands-on position requiring the ability to turn complex, technical, or fragmented information into compelling content across different formats and audiences, aiming to produce content superior to previous marketing efforts.

Requirements

• Significant experience in B2B content marketing, product/services marketing, or integrated marketing, ideally within enterprise technology or SaaS.
• Genuine range across formats and a strong eye for design: equally strong writing web copy, scripting a video, and building beautifully branded, presentation-ready slides — including content destined for high-stakes venues like analyst briefings and executive/board decks.
• Demonstrated ability to translate complex technology, AI, and services concepts for executive, analyst, and customer audiences.
• Skilled at taking raw, unstructured input from SMEs and leaders and shaping it into something sharp, accurate, on-brand, and fast.
• Strong writing, interviewing, and storytelling skills; able to step in on a customer story when needed and turn a customer transformation into a clear, compelling narrative.
• Strong relationship-building skills and comfort interviewing and working with customers, executives, and subject matter experts.
• Strong program management skills, able to manage multiple content initiatives and stakeholders simultaneously.
• Ability to operate both strategically and hands-on in a fast-moving, cross-functional environment.

Responsibilities

• Bring Customer Success and Professional Services to life by partnering with CS and PS leaders to identify innovations, programs, and expertise with strong customer and market relevance, and translating them into compelling customer-facing and field-facing content.
• Write and maintain web copy for the CS and PS pages on Genesys.com.
• Build and maintain the CS offer services catalog on Orchestrators, keeping it current as offerings evolve.
• Build and maintain the CS slides that feed into the master deck used for the Gartner Magic Quadrant submission, ensuring content is analyst-ready and consistent with the broader CS narrative.
• Build a pitch deck that articulates the value of CS for Sales to use in customer-facing presentations.
• Support marketing programs and campaigns that increase awareness and adoption of priority CS and PS initiatives.
• Create and activate high-impact content by turning CS/PS expertise, program details, and business outcomes into compelling content across formats including web copy, blogs, thought leadership, presentations, executive communications, video scripts, and field materials, polished to an exec-, analyst-, and customer-ready level.
• Translate complex technology, AI, and services initiatives into clear narratives for executive and business audiences.
• Create briefs and provide strategic direction to freelance writers, designers, and other creative resources as needed.
• Partner with the Customer Success Campaigns Manager to activate and amplify priority content across relevant campaigns, channels, events, and programs, and identify opportunities to repurpose high-performing content across audiences and formats.
• Support marketing for Orchestrators by partnering with Orchestrators program leadership to develop content that brings the program, community, and customer expertise to life.
• Elevate Orchestrators members and their perspectives through thought leadership and other content.
• Support initiatives that increase awareness, engagement, and participation in the program, and connect Orchestrators content, the Innovation Awards, and other program moments to broader customer marketing.
• Equip the field and Customer Success organization by developing proof points, presentations, and sales-facing materials, including the CS sales pitch deck, that help Sales and Customer Success teams demonstrate Genesys value.
• Make it easy for customer-facing teams to find and use relevant evidence and content in conversations with customers and prospects.
• Gather feedback from customer-facing teams to identify emerging content and proof-point needs.
• Step in on customer storytelling as needed by helping identify strong customer success story opportunities, interviewing customers or stakeholders, or shaping a raw interview into a stronger narrative.
• Extend existing customer stories into additional formats, presentations, campaign content, field materials, or video scripts.
• Measure and optimize impact by establishing goals and success measures for CS/PS content and marketing initiatives.
• Track content engagement, utilization, amplification, and contribution to priority marketing programs.
• Use performance insights and stakeholder feedback to refine content strategy and investment priorities.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed