Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Director leading Customer Success Management team at Genesys, focusing on client retention and growth through strategic value delivery and cross-functional collaboration.
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.
- 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.
- Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions including: Onboarding Specialists, Professional Services, Renewal Managers, and Sales.
Requirements
- 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.
- 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
- 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
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