Customer Success Content, 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.

Role Overview:

Genesys Customer Success and Professional Services help organizations turn technology, expertise, and innovation into measurable customer and business outcomes. As Director of Customer Success Content, you will own the go-to-market content and marketing strategy that positions these capabilities for customers, prospects, Sales, executives, analysts, and the broader market.

This senior individual-contributor role combines strategic product and services marketing with hands-on content creation. You will shape how Customer Success, Professional Services, and services-led innovations are positioned, translating complex technology, AI capabilities, and expertise into differentiated value propositions and compelling narratives that support adoption, customer growth, and commercial conversations.

You will influence strategy across Customer Success, Professional Services, Marketing, and Sales, partnering directly with senior and C-level leaders to determine what we say, why it matters, who needs to hear it, and which assets will bring priority offerings to market effectively. Your work will give customer-facing teams stronger messaging, proof points, presentations, and enablement while helping customers understand the tangible value of Genesys expertise and services.

This role offers significant visibility into enterprise initiatives, emerging AI and services innovation, executive storytelling, and analyst engagement. You will have the autonomy to develop and defend a strong point of view while expanding your influence across high-priority go-to-market programs and helping Genesys create better customer experiences through empathy, collaboration, and ambitious thinking.

Key Responsibilities:

• Own the end-to-end go-to-market content and marketing strategy for priority Customer Success, Professional Services, and services-led innovation offerings, creating clear market differentiation and customer value
• Develop positioning, messaging, value propositions, and go-to-market plans that connect Genesys expertise, services, technology, and AI capabilities to tangible customer and business outcomes
• Drive the launch and adoption of priority offerings by defining the right mix of web content, presentations, Sales enablement, campaign assets, executive messaging, and supporting proof points
• Lead the creation and ongoing optimization of Customer Success and Professional Services web content and offering catalogs, making complex capabilities easier for customers and prospects to understand and evaluate
• Create high-impact content across web copy, blogs, executive communications, Sales enablement, presentations, video scripts, field materials, analyst content, and other go-to-market formats
• Equip Sales and Customer Success teams with compelling pitch decks, messaging, proof points, and enablement that strengthen customer conversations and clearly demonstrate the value of Genesys expertise and services
• Partner with senior executives, subject matter experts, Marketing, Sales, Customer Success, and Professional Services to turn fragmented or technical input into differentiated narratives while bringing an independent strategic point of view
• Shape executive and analyst storytelling by developing high-stakes presentations, keynote content, analyst submissions, and Gartner-related materials that communicate Genesys strategy and services value with clarity and credibility
• Advance Orchestrators marketing by connecting member expertise, Innovation Awards, community initiatives, and customer perspectives to broader Customer Success and marketing priorities
• Strengthen go-to-market narratives with relevant customer evidence by identifying, capturing, and extending proof points across Sales enablement, web content, presentations, campaigns, and executive materials
• Measure content engagement, utilization, amplification, and contribution to priority Sales and marketing programs, using performance data and field feedback to improve messaging and investment decisions

Required Qualifications:

• Significant experience in B2B product marketing, services marketing, go-to-market marketing, or a closely related discipline within enterprise technology, SaaS, or a similarly complex B2B environment
• Demonstrated success developing go-to-market strategies for complex offerings, including positioning, messaging, value propositions, content planning, launches, and Sales enablement
• Strong understanding of marketing expertise-led offerings where customer value is driven by services, business outcomes, technology expertise, and strategic guidance rather than a standalone software product
• Exceptional hands-on content development experience across web copy, Sales enablement, executive presentations, analyst materials, campaign content, and branded presentations
• Demonstrated ability to translate complex technology, AI, services, and business concepts into clear narratives for executive, analyst, Sales, and customer audiences
• Proven experience working directly with senior executives and subject matter experts, with the judgment and confidence to develop, communicate, and defend a strong positioning and messaging point of view
• Strong commercial orientation and understanding of how go-to-market content supports customer engagement, adoption, pipeline, Sales conversations, and customer growth
• Strong cross-functional relationship-building, interviewing, and program management capabilities, with experience managing multiple high-priority initiatives and stakeholders simultaneously

Preferred Qualifications:

• Experience marketing Customer Success, Professional Services, consulting, technology services, or other expertise-led offerings
• Experience developing go-to-market strategies and content for AI, cloud, automation, or other evolving enterprise technology capabilities
• Experience supporting analyst relations content and presentations, including Gartner-related submissions or engagements
• Experience developing executive-level presentations, keynote narratives, and high-visibility customer or market-facing communications
• Experience using customer evidence and outcome-based proof points to strengthen positioning, Sales enablement, and go-to-market programs
• Background operating successfully in a highly cross-functional environment that requires both strategic ownership and hands-on execution

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

Click here to view a summary overview of our Benefits.

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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Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences.Genesys Cloud is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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, visitwww.genesys.ai.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response.

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 andveteran status, and other protected characteristics.

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