Customer Success Management Director

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, driving successful adoption and value realization, achieving world‑class subscription renewals and revenue growth, and representing the Genesys business in France.

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 in 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 is 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; ability to discuss simple solutions.
• Excellent written and verbal communication skills.
• Experience in sales and delivery of AI solutions.

EEO Statement

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.