Director, Customer Success

Be the one building AI-powered experiences where they matter most.

At Genesys we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people systems data and AI to help organizations deliver more personalized service improve operational efficiency and build stronger customer relationships.

Help build support and operate technology used by more than 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Director Customer Success

Location: Virtual

Summary of Position:

We are looking for a strategic and customer-obsessed Director of Customer Success Management to lead and scale our Customer Success organization within our North region. This role will be responsible for driving customer outcomes that translate into strong adoption long-term retention and revenue growth across our customer base.

As the leader of the Customer Success team you will manage and develop a group of Customer Success Managers responsible for guiding customers through their post-sale journey and ensuring they realize measurable value from our solutions. You will define and execute the Customer Success strategy ensuring the team operates with a proactive data-driven approach to customer engagement health management and lifecycle management.

This role sits at the intersection of customer experience product adoption and revenue growth. You will play a key role in maximizing net revenue retention driving expansion opportunities and strengthening executive-level relationships with our most strategic customers. By establishing scalable programs success playbooks and operational frameworks you will ensure our Customer Success organization can support a growing customer base while maintaining a high-quality consistent experience.

You will also act as a key advocate for the voice of the customer within the company partnering closely with Sales Product Marketing and Support to ensure customer insights shape our product roadmap go-to-market strategies and overall customer journey.

Success in this role requires a leader who combines strategic thinking with operational excellence is passionate about building high-performing teams and understands how Customer Success drives both customer value and sustainable revenue growth in a modern SaaS business.

Responsibilities include but are not limited to:

• Leada multiple functionalteam by setting direction based on organizational objectives overseeing planning and successful execution
• Build a high-performance customer-centric culture around the core foundation values of our company
• Define Team structure hiring plans and career development paths establishing clear goals and performance management frameworks with clear accountability
• Provide input to theGlobal Leaderfor organizational planning and structure budgets and training
• Own the customer lifecycle strategy from onboarding to renewal and expansion; Develop scalable programs to drive customer adoption retention and growth and Identify opportunities to improve the overall customer experience
• Be able to act as an executive sponsor for strategic customer accounts
• Drive renewal and expansion outcomes across the customer base through close partnership with Sales on upsell and cross-sell strategies; Monitor and improve key metrics such as: Net Revenue Retention (NRR); Gross Revenue Retention (GRR); Customer Health Scores; Product Adoption
• Bring Operational Excellence to play by Implementing scalable Customer Success processes and playbooks; Leveraging data and analytics to identify risks and opportunities; Improve forecasting for renewals and customer health and Ensure consistent use of CRM and customer success platforms
• Help define and build an organization that excels in CustomerExperience employee programs and operational efficiency;representing the voice of the customer within the organization
• Build and maintain strong relationships with internal departments and external partners to ensurecustomers receive the highest quality support experience;

Qualifications/Requirements:

10 years of relevant experience managing customer-facing business or technicalteams in a fast-paced dynamic environment

Experience in Cloud Based and Premise delivery models

Demonstrate success in implementing innovative value-add services and relationship management to Partners and Customers

Experience working with multi-national business cultures and global teams

25% travel will be required

Excellent written and verbal communication skills

Long-term approach: strategic thinking and leadership; capacity to anticipate; ability to develop people

Experience in B2B SaaS Organizations

Negotiation and Conflict Management: ability to build consensus trust and relationships with internal and external stakeholders

Must be knowledgeable about Customer Carebest practices

Proficient at identifying areas for improvement in processes tools and techniques and the ability to follow through on implementing these improvements

Strong Customer and Partner focus and credibility; ability to engage at Director and C-level

Team builder: able to create a positive high-energy work environment; acknowledges and rewards individual and team excellence; fair and impartial

Resilience and Perspective: ability to stay calm and operate effectively under stress.

Experience leading leaders and managing managers setting strategy making decisions and carrying accountability for multiple teams working to achieve one goal

BS degree in Computer Science with minor in Business or Business Management with minor Computer Science or Engineering or equivalent industry experience

Benefits:

See more Genesys benefits information at for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30 2021 in most locations and we are re-evaluating theopeningdate of all the Genesys offices on an ongoing basis.

About Genesys:

Every year Genesys delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI our technology connects every customer moment across marketing sales and service on any channel while also improving employee experiences. Genesys pioneered Experience as a Service so organizations of any size can provide true personalization at scale interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud an all-in-one solution and the worlds leading public cloud contact center platform designed for rapid innovation scalability and flexibility. Visit.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.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: Department & Team: Reports to: Location: Summary: Please create a summary describing your position and signaling to a candidate why this would be an exciting opportunity for them. Key Responsibilities: The primary responsibilities for this role include (but are not limited to). In doing this look to describe what must be accomplished how it must be done and why. i.e. (The ability to work independently and to interface with company and outside resources (including investors) seamlessly to collect and synthesize information). Minimum Requirements: Outline any required or desired traits for successful candidates be sure to lead with the most important or required. Keep this to a maximum of 12 bullet points (ideally shorter). Keep in mind that this should cover both key technical and soft skills. List what skills the team member must have to be successful. EXAMPLES 4 years of relevant professional experience Deep understanding of accounting concepts related to P&L and balance sheet Demonstrated sophisticated skills in business modeling and valuation Experience in conducting and coordinating financial and legal due diligence Mastery of Excel and PowerPoint Experience in collecting competitive intelligence and mapping market/industry segments Desirable Skills:

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era Build future-ready skills through mentorship learning programs leadership development and education support.
• Time to recharge and give back Benefits include paid volunteer time August Free Fridays well-being resources and regionally tailored programs for employees and their families.
• Recognized globally Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply heres what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and if your background is aligned schedule a Zoom interview.

• Next youll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time with no more than five interviews in most cases.

• After interviews are complete our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how were applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Employee Referral

If a Genesys employee referred you please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at .

You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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