Sr. Director, Customer Success
Genesys · Massachusetts, United States · 2 wk ago
Business DevelopmentFull-time
Key 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.
- Act as an executive escalation point for critical customer situations.
Required Qualifications
- 10+ 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.
Technical Skills
- 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.
Professional Competencies
- 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.
How We Show Up
- 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.
Additional Requirements
- Travel: Less than 30%