Customer Success Management Director

Genesys

Director of Customer Success at Genesys overseeing Professional Services and CSM teams in France. Leading technology solutions, customer relationships, and delivering business growth outcomes.

Posted 6/29/2026full-timeParis • 🇫🇷 FranceLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in IT consulting, particularly in Customer Experience and Contact Centre domains, with a strong focus on leading high-performing teams and delivering value through strategic program management and transformation initiatives. Proficient in managing client relationships, executing sales strategies, and fostering collaboration across business and technology domains.

Highest-signal resume keywords

10+ Years IT Consulting ExperienceStrong Leadership SkillsCustomer Success Management KnowledgeSaaS and Cloud Technologies ExperienceFluency in French and English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project Management StandardsChange ManagementSales Strategy FormulationFinancial Proposal NegotiationDigital TransformationAgile Delivery MethodologiesRisk MitigationBusiness ForecastingCustomer Relationship ManagementTeam Development

Soft Skills

Interpersonal SkillsPresentation ProficiencyInfluencing SkillsInitiative TakingTroubleshooting

Industry Keywords

Customer ExperienceContact CentreAI SolutionsTelecommunicationsCRM MarketsProfessional ServicesHigh-Performance EnvironmentTransformation RoadmapsClient SatisfactionEscalation Management

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Shape and oversee a portfolio of large, complex engagements or transformation programs.
Own and foster senior-level client relationships and act as a trusted advisor to executive stakeholders.
Deliver and oversee a portfolio of programs, including large & complex enterprise engagements.
Foster delivery excellence, maintaining quality, timelines, budget, and client satisfaction, in line with industry project management standards (PMI, PRINCE2, etc).
Schedule resources, set goals and priorities, execute change management, report project status, track and resolve issues and customer acceptance.
Manage escalation issues and guide teams toward proactive risk mitigation.
Lead the strategic and tactical planning for Customers in your region, in alignment with Customer Success and wider Genesys goals and strategy.
Formulate, define and execute sales strategy, with Sales and other Genesys leadership, understanding customer business- and technical objectives and delivering solutions that drive those objectives.
Articulate, present and negotiate customer proposals, including pricing negotiations.
Create and execute Transformation Roadmaps for customers that deliver continuous incremental value at each step of the journey and support renewals and expansion within the account.
Establish and manage a team of Services Engagement Directors (services sales reps), Project Managers and Customer Success Managers, within a fast-paced, results focused, high-performance environment.
Drive and achieve PS sales & delivery objectives through bookings and orders and delivery.
Build & negotiate financial proposals.
Create & maintain accurate business forecasts, leveraging the appropriate systems.
Establish and maintain quality relationships with customers, strategic partners and/or third-party providers, across business and technology domains.
Establish and maintain a strong internal network at all levels within Genesys to enable you to achieve your goals.

Requirements

What you’ll need

10+ years relevant experience in the IT consulting industry, ideally in the Customer Experience/Contact Centre, AI, Telecommunications and/or CRM markets.
8+ years of supervisory, management, or leadership experience.
Strong technology consulting background, demonstrable experience of leading high-performing teams, influencing others and delivering value to customers
Strong CSM & Professional Services knowledge and experience
Experience in SaaS organizations, working with Cloud technologies, AI solutions and Digital Transformation and agile delivery methodologies are desirable.
Strong leadership, interpersonal skills and presentation proficiency
Fluency in French and English
Proven leadership skills, including the ability to lead and develop a high-performing team.
Ability to take the initiative, troubleshoot, build relationships, develop a team, solicit/gain support inside and outside of Customer Success.
Ability to influence thinking or gain acceptance of others during negotiations or sensitive situations.
Proven ability to work under pressure both within a team and on your own.
Travel occasionally (up to 25%) to visit your team and customers within your region, or occasionally to internal company events globally.

Benefits

Comp & perks

paid volunteer time
August Free Fridays
well-being resources
regionally tailored programs for employees and their families