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.
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:
Lead a multiple functional team 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 the Global Leader for 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 Customer Experience, 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 ensure customers receive the highest quality support experience;
Qualifications/Requirements:
· 10+ years of relevant experience managing customer-facing, business or technical teams 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 Care best 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.
Covid-19
Safety 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 the opening date 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 world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
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 expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 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 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
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