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.Job Title: Senior Director, Customer SuccessDepartment & Team: Customer Success & Services - CSM North America Summary:The goal of this Senior Director, Customer Success role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys’ customers.  Your goal is to coach, develop, manage and enable the Customer Success Managers in support of their responsibilities.Key Responsibilities:The Senior Director leads and works with their team of CSMs as they advocate and champion their customers’ journeys and orchestrate the right strategies, products, and services to help customers rapidly realize their business outcomes.  The Senior Director works closely with leaders from other Genesys functions to ensure a One Genesys approach to customer success.In this role, the primary responsibilities will include (but are not limited to):Lead your team as they manage a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight, as necessary  Lead your team in identifying and managing client renewal and retention opportunities for additional revenue and growth through upselling and cross-sellingCoach your team to apply ‘empathy in action’, to understand customers’ business value drivers, success criteria, and KPIs in order to develop and execute Customer Success Plans (actionable blueprints by which Genesys and customers can achieve mutual success)  Support your team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys’ products, services, and best practices     Conduct a regular talent review cadence with your team to ensure ongoing development and progress toward agreed-upon career goals and objectives  Enable your team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities such as Customer Advisory Board, Customer Roundtable, etc  Coach your team to apply proactive risk management for customer sentiment, and to turn a risk or potential risk into an opportunity to delight, retain and grow customersEstablish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions in key points of the customer journey.Minimum Requirements:5+ years’ experience in a SaaS CSM people management role, managing teams of 10+ 8+ years' experience in relationship development and management working with executives and decision makers in complex customer environmentsExperience leading Customer Success teams with ARR of 100mm+Substantial experience working as a Customer Success Manager in a fast growing SaaS companyBachelor’s or advanced degree in technology- or business-related field  Familiarity with CX (industry and technology) to lead a consultative approach  Fostering an environment of teamwork and collaboration  Ability to thrive in a dynamic environment  Excellent interpersonal, presentation skills – both written and verbal   Ability to consistently maintain a positive and resilient attitude   Leadership profile that unifies, influences, and motivates cross-functional teams in an empathic manner  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, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms  Travel >30% 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.  $165,600.00 - $307,600.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf 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 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 reasonable.accommodations@genesys.com.You can expect a response within 24–48 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 accommodation—such as application follow-ups or resume submissions—may 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 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.