Senior Director, Customer Success

Genesys

Lead a team of Customer Success Managers at Genesys, focusing on customer growth and retention. Collaborate with cross-functional teams to ensure a unified approach to customer success.

Posted 6/16/2026full-timeSouth Carolina, Tennessee, Vermont, Virginia • 🇺🇸 United StatesSenior💰 $179,300 - $315,300 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaSCustomer Success Managementdata-driven insightsrisk managementbusiness value driverssuccess criteriaKPIadoption metricsstrategic roadmap alignmentconsultative approach

Soft Skills

leadershipcoachingempathycommunicationstrategic thinkingcustomer advocacyproactive problem-solvingstakeholder engagementpresentation skillsrelationship management