Director Customer Success

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 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 presentati