Senior Director, 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.
• 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.

• 6+ 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.