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 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement.
Position Overview
The Sr. Director, Customer Success Management role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys' customers. The Director advocates and champions their customers' journeys and orchestrates the right strategies, products, and services to help customers rapidly realize their business outcomes. Working closely with leaders from other Genesys functions, the Director ensures a One Genesys approach to customer success.
Team and Executive Leadership
Lead team in managing a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight as necessary.
Coach team to apply 'empathy in action' to understand customers' business value drivers, success criteria, and KPIs.
Lead and deliver compelling Executive Business Reviews (EBRs) to C-level stakeholders, articulating strategic value, ROI, and business impact.
Guide team in preparing and presenting Quarterly Business Reviews (QBRs) that demonstrate customer success, adoption metrics, and strategic roadmap alignment.
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Develop and present data-driven insights that resonate with executive stakeholders and drive strategic decision-making.
Act as an executive escalation point for critical customer situations.
Customer Success Strategy
Support team in helping customers achieve business outcomes through adoption of relevant Genesys products, services, and best practices.
Enable team to drive customer reference-ability and advocacy.
Drive participation in key engagement activities such as Customer Advisory Board and Customer Roundtable.
Coach team to apply proactive risk management for customer sentiment, turning potential risks into opportunities to delight, retain, and grow customers.
Cross-functional Collaboration
Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions including:
Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value rapidly.
Professional Services to ensure implementations progress smoothly to go-live.
Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
Sales to identify cross-sell/up-sell opportunities and drive incremental bookings.
Experience & Education
10+ years' experience in a SaaS CSM people management role
10+ years’ working as a Customer Success Manager in a fast-growing SaaS company.
Bachelor's or advanced degree in technology- or business-related field
Familiarity with CX (industry and technology) to lead a consultative approach.
Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey.
Technical Skills
Proficient with productivity tools including PowerPoint/Excel/Word
Experience with CRM tools such as Salesforce and Gainsight
Competency with online communities and social media platforms
How We Think
Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
Strategic Mindset: Seeing ahead of future possibilities and translating them into breakthrough strategies.
Analytics Mindset: Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance)
Foundational Product Skill: Understanding how product adoption relates to key business outcomes.
How We Own It
Ensures Accountability: Holding self and others accountable to meet commitments.
Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals.
Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
How We Interact
Collaborates: Building partnerships and working collaboratively to meet shared objectives
Manages Conflict: Handling conflict situations effectively with minimal noise.
Active Listener: Focuses on the speaker with intent to understand versus self-focus.
Communicates Effectively: Developing and delivering multi-mode communications that convey clear understanding of different audiences' needs.
Organizational Savvy: Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.
How We Show Up
Instills Trust: Gaining confidence and trust through honesty, integrity, and authenticity.
Situational Adaptability: Adapting approach and demeanor in real time to match shifting demands.
Maintains positive and resilient attitude.
Thrives in dynamic environment.
Additional Requirements
Travel: Less than 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.
$179,300.00 - $315,300.00
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
Click here to view a summary overview of our Benefits.
Working at Genesys
AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
A flexible-first culture – Join a global team of nearly 7,000 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, here's 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, you'll meet the hiring manager and other members of the interview team.
We aim to keep the process focused and respectful of your time, with
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