Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Summary

We are seeking a dynamic and high-energy executive to lead our Customer Success efforts in the Western Subregion of North America.

The Vice President of Customer Success will lead and scale our customer success team to ensure our clients experience exceptional value throughout their journey with Genesys. This role is pivotal in driving customer satisfaction, retention, and expansion.

The VP of Customer Success will work closely with cross-functional teams to deliver a seamless customer experience, influence product development, and develop strategies to increase customer lifetime value. The ideal candidate is a strategic leader with a passion for building strong customer relationships and driving business outcomes.

Key Responsibilities:

• Leadership & Strategy
  • Manage a team of leaders, program managers, and project managers ensuring a high level of customer satisfaction.
  • Own and manage the P&L, ensuring sustainable growth across both Subscription and Services business models.
  • Provide management direction and mentoring on key customer deals to both the sales and services leadership teams
  • Responsible for driving and achieving financial objectives through subscription and services bookings and revenue growth
  • Formulate, define, and execute sales strategy with the Sales Directors, understanding customer business drivers and technical drivers

• Customer Experience & Retention
  • Lead efforts to improve customer onboarding, adoption, engagement, and overall satisfaction.
  • Champion the voice of the customer, ensuring customer feedback is prioritized and integrated into the company’s operations.

• Cross-Functional Collaboration
  • Collaborate with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience.
  • Serve as main executive resource for customer satisfaction issue resolution related to Services engagements
  • Responsible for the development and maintenance of relationships with our key vendor technical managers/executives
  • Building and maintaining relationships with C-level executives, customers, and partners within the assigned customer space

• Customer Advocacy & Growth
  • Communicates goals and objectives and gathers and incorporates feedback from direct and indirect resources to ensure a clear understanding of expectations
  • Work with the PS Sales team and Customer Success Managers to develop new opportunities, structure and shape deals, and develop follow-on business to drive bookings and revenue
  • Align resources to meet company goals for revenue and margin attainment

Required Qualifications:

• Bachelor’s degree in business, Marketing, or related field, MBA or equivalent experience preferred.
• 10+ years of experience in customer success or related roles such as sales, services, and or delivery management, with at least 5 years in a leadership position.
• Hands-on experience selling, delivering and supporting projects and programs in the professional services and consulting space
• Demonstrated ability to lead and develop a team of geographically diverse managers
• Ability to travel 30%- 50% as necessary to support business
• Strong understanding of customer lifecycle management, churn reduction, and revenue growth strategies.
• Excellent communication, presentation, and interpersonal skills, with the ability to build relationships at all levels of the organization.
• Experience working with cross-functional teams (Sales, Marketing, Product, Support) to deliver exceptional customer experiences.
• Data-driven mindset with the ability to interpret key metrics and drive decision-making.
• Strong problem-solving skills, strategic thinking, and a proactive approach to driving customer success initiatives.

Preferred Qualifications:

• Experience in customer experience (CX) and contact center software industry is a plus.
• Background in SaaS, technology, or a fast-growth company environment.

#LI-Remote

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.