Note: The job is a remote job and is open to candidates in USA. Genesys is a company that helps organizations create better customer experiences through AI-powered experience orchestration. The Sr. Director, Customer Success Management will lead a team focusing on the growth and retention of customers, ensuring a One Genesys approach to customer success.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- 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
- 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
- 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
- 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
- Travel: Less than 30%
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
- Paid volunteer time
- August Free Fridays
- Well-being resources and regionally tailored programs for employees and their families
Company Overview