Director of Customer Success

Full-time - Director

Remote - North Carolina, NC

5,001-10,000 employees

Publishing Industries

About the position

We are seeking a Director of 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.

Responsibilities

• 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.
• 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.
• 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.

Requirements

• 5+ years of people management experience in SaaS Customer Success
• Substantial experience as a Customer Success Manager 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

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