Customer Success Management Director

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries - moving AI from possibility to production in real-world enterprise environments every day.

Reports to: Vice President Customer Success

Location: Paris, France

Job Summary:

We are seeking a highly experienced leader, for the role of Director of Customer Success, to lead our Customer Success business in France, comprising Professional Services' (PS) Sales and Delivery and Customer Success Management (CSM) teams.

You will be responsible for the overall Customer Success business in France, value selling business outcomes, driving successful adoption and value realization, achieving world class rates of subscription renewals and revenue growth, and representing the Genesys business in France.

As leader of the France PS organization, you will be responsible for business development and delivery, leading your team to identify, sell and deliver strategic services opportunities for the organization, generating revenue, and achieving Professional Services' sales objectives to drive value for your customers. Working with the account teams, you and your team will implement Professional Services business development strategy, identify new business opportunities, create and maintain key customer and partner relationships, and negotiate and close business deals.

You will lead your team to track project delivery status and profitability, manage project resources (people, budget, scope, time), manage client expectations and leverage best practice sales and delivery techniques to deliver your business goals

As leader of the France CSM organization, you will lead your team to create and drive strategic transformation roadmaps that deliver tangible business value to your customers, deliver pipeline and grow revenue for Genesys. Your team will drive adoption and growth at key customers within the region, and track and measure the business value realized.

Most importantly, you will drive a culture of OneCustomerSuccess across your whole team, and extended Customer Success functions (Consulting, Technical Account Management, Renewals Management, Support, Advocacy, etc), in France, embedding strategic collaboration models inside customers, to deliver value, ensure successful adoption and ensure on-going expansion and revenue growth.

You will build a culture of proactive, programmatic, customer-centric project and account development execution, overseeing the continuous day-to-day development of Genesys customers in your region.

You will be responsible for hiring, developing and retaining talent, as well as performance management, leading a team of Customer Success Managers, Project Managers and Services Engagement Directors (services' sales reps). You will develop a high-performance culture across the team.

You will directly engage with the Sales, Product, and other Genesys teams, at all levels, locally and in other geographies, to achieve your objectives and drive customer success

You will engage with senior customer stakeholders and executives to align business priorities, drive innovation, and ensure measurable value realization.

You will serve as a senior Genesys leader, embedded in specific accounts, engaging up to C-level, and be responsible for partnership success and transformation outcomes.

You will turn your customers into champions and advocates through strong relationships and measurable success.

This role is results-driven and would suit someone with a strong technology consulting and/or customer success leadership background, with demonstrable experience of achievement when leading high-performing customer success and consulting teams, influencing others and delivering strong results.

Experience in SaaS organizations, working with cloud technologies, AI solutions and agile delivery methodologies, and delivering Enterprise Digital Transformation are desirable.

Fluency in French & English languages are required.

Key Responsibilities:

Client & Engagement Leadership

• 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.

Business Development & Growth

• 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
• Demonstrate thought leadership and continuously innovate to grow your business and achieve your goals

People Leadership & Talent Development

• 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.
• Foster a culture of continuous learning, development and performance excellence
• Conduct performance evaluations and guide career progression for your team
• Collaborate closely with other functions across Genesys, including Go-To-Customer Account Teams, Product, Operations, Marketing, Product Support, and Education, to achieve your Professional Services and wider Customer Success goals.

Operational & Financial Management

• Drive and achieve PS sales & delivery objectives through bookings and orders and delivery
• Achieve PS profitability goals by providing effective, high-quality delivery services
• Build & negotiate financial proposals
• Create & maintain accurate business forecasts, leveraging the appropriate systems
• Drive pipeline generation activities to meet pipeline coverage goals
• Work with Sales and Renewals Management to achieve Renewals & Expansion targets.

Stakeholder & Ecosystem Management

• 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.

Minimum Requirements:

• 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.

Desirable

• Bachelor's degree or higher in Business, Engineering or Computer Science.
• Project Management Certification, e.g. Prince2, PMI
• Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level that you are able to discuss simple solutions
• Excellent written and verbal communication skills
• Experience in sales and delivery of AI solutions

Working at Genesys

• AI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

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Genesys is an equal opportunity employer committed to fairness 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.