Genesys · 23 hours ago
Director, Customer Success
Texas, United States
Full-time
Hybrid
Director/Executive
$152K/yr - $268K/yr
10+ years expGenesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The Director, Customer Success Management role is to lead a team of Customer Success Managers focusing on the growth and retention of Genesys' customers, advocating for their journeys and orchestrating strategies to help them realize business outcomes.
Artificial Intelligence (AI)Cloud ComputingSaaSSoftware
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
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
Qualification
Required
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
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
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
Company
Genesys
Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
$2.98BKey Investors
Salesforce VenturesPermira
2025-07-31Corporate Round· $1.5B
2021-12-06Private Equity· $580M
2016-07-22Private Equity· $900M
Leadership Team
Tony Bates
Chairman and CEO
Brian Swartz
Chief Financial Officer
Recent News
2026-01-08
2025-12-30
2025-12-27
Company data provided by crunchbase