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. Director, Customer Success Location: Virtual 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 Benefits: See more Genesys benefits information at https://mygenesysbenefits.com/ 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. This job description is a template for job requisitions please make sure to update according to the position you are hiring for Job Description Job Title: Department & Team: Reports to: Location: Summary: Please create a summary describing your position and signaling to a candidate why this would be an exciting opportunity for them. Key Responsibilities: The primary responsibilities for this role include (but are not limited to). In doing this, look to describe what must be accomplished, how it must be done, and why. • i.e. (The ability to work independently, and to interface with company and outside resources (including investors) seamlessly to collect and synthesize information). Minimum Requirements: Outline any required or desired traits for successful candidates, be sure to lead with the most important or required. Keep this to a maximum of 12 bullet points (ideally shorter). Keep in mind, that this should cover both key technical and soft skills. List what skills the team member must have to be successful. EXAMPLES • 4+ years of relevant professional experience • Deep understanding of accounting concepts related to P&L and balance sheet • Demonstrated sophisticated skills in business modeling and valuation • Experience in conducting and coordinating financial and legal due diligence • Mastery of Excel and PowerPoint • Experience in collecting competitive intelligence and mapping market/industry segments Desirable Skills: 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 Sustai