Genesys
Senior Director, Customer Success - Strategic Accounts
Genesys, Chicago, Illinois, United States
Overview
Be among the first 25 applicants. Genesys empowers organizations to improve loyalty and business outcomes by creating the best experiences for 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 worldwide who value empathy and collaboration. Join the team and help create the future of customer experience.
Position Summary The Sr. Director, Customer Success Management leads a team of Customer Success Managers (CSMs) focused on growth and retention of Genesys customers. The Director champions customers’ journeys and orchestrates the right strategies, products, and services to help customers rapidly realize their business outcomes. Working with leaders across Genesys, the Director ensures a One Genesys approach to customer success.
Responsibilities
Lead a team in managing a portfolio of customers, applying a consistent success management approach and providing executive oversight as needed.
Coach the 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 the team in preparing and presenting Quarterly Business Reviews (QBRs) that demonstrate customer success, adoption metrics, and strategic roadmap alignment.
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 customers in achieving business outcomes through adoption of relevant Genesys products, services, and best practices.
Enable the team to drive customer reference-ability and advocacy.
Drive participation in key engagement activities such as Customer Advisory Board and Customer Roundtable.
Coach the 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 introduced into Genesys and begin to realize value rapidly.
Professional Services to ensure implementations progress smoothly to go-live.
Renewal Managers to drive forecasting and renewal practices that deliver high retention and growth of recurring revenue.
Sales to identify cross-sell/up-sell opportunities and drive incremental bookings.
Required Qualifications Experience & Education
10+ years' experience in a SaaS CSM people management role
10+ years’ experience 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 identifying opportunities to expand 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
Professional Competencies
Customer Focus: Building strong customer relationships and delivering customer-centric solutions
Strategic Mindset: Translating future possibilities into breakthrough strategies
Analytics Mindset: Translating data insights into customer business impacts
Foundational Product Skill: Understanding how product adoption relates to business outcomes
How We Own It
Ensures Accountability: Holding self and others accountable to meet commitments
Plans and Aligns: Prioritizing work to meet commitments aligned with organizational goals
Action Oriented: Taking on opportunities and challenges with urgency, energy, and enthusiasm
How We Interact
Collaborates: Building partnerships to meet shared objectives
Manages Conflict: Handling conflict effectively
Active Listener: Focuses on understanding the speaker’s needs
Communicates Effectively: Clear multi-mode communications for different audiences
Organizational Savvy: Navigating policy, process, and people-related dynamics
How We Show Up
Instills Trust: Gaining confidence through honesty and integrity
Situational Adaptability: Adapting to shifting demands
Maintains positive and resilient attitude
Thrives in dynamic environments
Additional Requirements
Travel: Less than 30%
Compensation and Benefits This role has a market-competitive salary with a base compensation range of $165,600.00 - $307,600.00. Actual salaries vary by experience, qualifications, skills, and location. The role may be eligible for commission or performance-based bonuses. Benefits include:
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
About Genesys Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is an AI-powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. For more information, visit www.genesys.com.
Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process, please contact reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. This email is intended to support job seekers requesting accommodations.
Equal Opportunity 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, national origin, genetics, disability, military and veteran status, and other protected characteristics.
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We employ more than 6,000 people worldwide who value empathy and collaboration. Join the team and help create the future of customer experience.
Position Summary The Sr. Director, Customer Success Management leads a team of Customer Success Managers (CSMs) focused on growth and retention of Genesys customers. The Director champions customers’ journeys and orchestrates the right strategies, products, and services to help customers rapidly realize their business outcomes. Working with leaders across Genesys, the Director ensures a One Genesys approach to customer success.
Responsibilities
Lead a team in managing a portfolio of customers, applying a consistent success management approach and providing executive oversight as needed.
Coach the 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 the team in preparing and presenting Quarterly Business Reviews (QBRs) that demonstrate customer success, adoption metrics, and strategic roadmap alignment.
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 customers in achieving business outcomes through adoption of relevant Genesys products, services, and best practices.
Enable the team to drive customer reference-ability and advocacy.
Drive participation in key engagement activities such as Customer Advisory Board and Customer Roundtable.
Coach the 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 introduced into Genesys and begin to realize value rapidly.
Professional Services to ensure implementations progress smoothly to go-live.
Renewal Managers to drive forecasting and renewal practices that deliver high retention and growth of recurring revenue.
Sales to identify cross-sell/up-sell opportunities and drive incremental bookings.
Required Qualifications Experience & Education
10+ years' experience in a SaaS CSM people management role
10+ years’ experience 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 identifying opportunities to expand 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
Professional Competencies
Customer Focus: Building strong customer relationships and delivering customer-centric solutions
Strategic Mindset: Translating future possibilities into breakthrough strategies
Analytics Mindset: Translating data insights into customer business impacts
Foundational Product Skill: Understanding how product adoption relates to business outcomes
How We Own It
Ensures Accountability: Holding self and others accountable to meet commitments
Plans and Aligns: Prioritizing work to meet commitments aligned with organizational goals
Action Oriented: Taking on opportunities and challenges with urgency, energy, and enthusiasm
How We Interact
Collaborates: Building partnerships to meet shared objectives
Manages Conflict: Handling conflict effectively
Active Listener: Focuses on understanding the speaker’s needs
Communicates Effectively: Clear multi-mode communications for different audiences
Organizational Savvy: Navigating policy, process, and people-related dynamics
How We Show Up
Instills Trust: Gaining confidence through honesty and integrity
Situational Adaptability: Adapting to shifting demands
Maintains positive and resilient attitude
Thrives in dynamic environments
Additional Requirements
Travel: Less than 30%
Compensation and Benefits This role has a market-competitive salary with a base compensation range of $165,600.00 - $307,600.00. Actual salaries vary by experience, qualifications, skills, and location. The role may be eligible for commission or performance-based bonuses. Benefits include:
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
About Genesys Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is an AI-powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. For more information, visit www.genesys.com.
Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process, please contact reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. This email is intended to support job seekers requesting accommodations.
Equal Opportunity 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, national origin, genetics, disability, military and veteran status, and other protected characteristics.
#J-18808-Ljbffr