Senior Director – Customer Success
| Company | Genesys |
|---|---|
| Location | Washington, USA, Oregon, USA, California, USA, Arizona, USA, Colorado, USA |
| Salary | $165600 – $307600 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- 5+ years of senior people management experience in SaaS Customer Success
- Substantial experience as a Customer Success Manager and leader in high-growth SaaS
- Bachelor’s degree in technology or business-related field
- Strong understanding of CX industry and technology
- Proficiency with CRM tools (Salesforce, Gainsight) and standard productivity software
Responsibilities
- Lead and mentor a team of CSMs, providing strategic guidance and executive oversight.
- Establish team goals, resources, and working plans aligned with organizational objectives.
- Foster a collaborative environment emphasizing empathy and problem-solving.
- Conduct regular talent reviews and support career development initiatives.
- Drive consistent success management approaches across the customer portfolio.
- Guide CSMs in developing and executing Customer Success Plans that align with customer KPIs.
- Coach team to identify opportunities for product adoption and expansion.
- Drive proactive risk management strategies to maintain customer health.
- Support the team in achieving customer retention and growth objectives.
- Enable customer advocacy programs and reference initiatives.
- Build strong partnerships with other team leaders to ensure seamless customer experiences.
- Coordinate with Professional Services to ensure smooth project delivery.
- Partner with Renewal Managers to drive strong forecasting and retention rates.
- Work with Sales to identify and execute cross-sell/up-sell opportunities.
Preferred Qualifications
-
No preferred qualifications provided.