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About the Role

Genesys is seeking a Director of Customer Success Content to enhance the visibility of innovations and value from Customer Success, Professional Services, and Orchestrators. This role involves building a content and marketing engine to support these teams, acting as a senior individual contributor skilled in various content formats.

Responsibilities

Bring Customer Success and Professional Services to life
Partner with CS and PS leaders to identify innovations, programs and expertise with strong customer and market relevance, and translate them into compelling customer-facing and field-facing content
Write and maintain web copy for the CS and PS pages on Genesys.com
Build and maintain the CS offer services catalog on Orchestrators, keeping it current as offerings evolve
Build and maintain the CS slides that feed into the master deck used for the Gartner Magic Quadrant submission, ensuring content is analyst-ready and consistent with the broader CS narrative
Build a pitch deck that articulates the value of CS for Sales to use in customer-facing presentations
Support marketing programs and campaigns that increase awareness and adoption of priority CS and PS initiatives
Turn CS/PS expertise, program details and business outcomes into compelling content across formats including web copy, blogs, thought leadership, presentations, executive communications, video scripts and field materials, each polished to a level that's exec-, analyst- and customer-ready
Translate complex technology, AI and services initiatives into clear narratives for executive and business audiences
Create briefs and provide strategic direction to freelance writers, designers and other creative resources as needed
Partner with Customer Success Campaigns Manager to activate and amplify priority content across relevant campaigns, channels, events and programs, and identify opportunities to repurpose high-performing content across audiences and formats
Support marketing for Orchestrators
Partner with Orchestrators program leadership to develop content that brings the program, community and customer expertise to life
Elevate Orchestrators members and their perspectives through thought leadership and other content
Support initiatives that increase awareness, engagement and participation in the program, and connect Orchestrators content, the Innovation Awards and other program moments to broader customer marketing
Equip the field and Customer Success organization
Develop proof points, presentations and sales-facing materials, including the CS sales pitch deck that help Sales and Customer Success teams demonstrate Genesys value
Make it easy for customer-facing teams to find and use relevant evidence and content in conversations with customers and prospects
Gather feedback from customer-facing teams to identify emerging content and proof-point needs
Step in on customer storytelling as needed
As needed, help identify strong customer success story opportunities, interview customers or stakeholders, or shape a raw interview into a stronger narrative
Extend existing customer stories into additional formats, presentations, campaign content, field materials or video scripts
Measure and optimize impact
Establish goals and success measures for CS/PS content and marketing initiatives
Track content engagement, utilization, amplification and contribution to priority marketing programs
Use performance insights and stakeholder feedback to refine content strategy and investment priorities

Requirements

Significant experience in B2B content marketing, product/services marketing or integrated marketing, ideally within enterprise technology or SaaS
Genuine range across formats and a strong eye for design: equally strong writing web copy, scripting a video, and building beautifully branded, presentation-ready slides — including content destined for high-stakes venues like analyst briefings and executive/board decks
Demonstrated ability to translate complex technology, AI and services concepts for executive, analyst and customer audiences
Skilled at taking raw, unstructured input from SMEs and leaders and shaping it into something sharp, accurate, on-brand, and fast
Strong writing, interviewing and storytelling skills; able to step in on a customer story when needed and turn a customer transformation into a clear, compelling narrative
Strong relationship-building skills and comfort interviewing and working with customers, executives and subject matter experts
Strong program management skills, able to manage multiple content initiatives and stakeholders simultaneously
Ability to operate both strategically and hands-on in a fast-moving, cross-functional environment

Skills

Content creation
Marketing
B2B content marketing
Product marketing
Services marketing
Integrated marketing
Enterprise technology
SaaS
Web copy writing
Video scripting
Presentation design
Analyst relations
Executive communication
AI concepts translation
Interviewing
Storytelling
Relationship building
Program management
Strategic thinking
Hands-on execution

Location

Remote

Work Type

Full-time
Remote

Experience Level

Director
Senior

Salary/Compensations

$130,600.00 - $229,800.00

Benefits

Medical, Dental, and Vision Insurance
Telehealth coverage
Flexible work schedules
Work from home opportunities
Development and career growth opportunities
Open Time Off
10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
Paid volunteer time
August Free Fridays
Well-being resources
Regionally tailored programs for employees and their families

About the Company

Genesys helps 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.
Genesys enables organizations to build, support and operate technology used by more than 8,000 organizations in over 100 countries.
Genesys is a flexible-first culture with a global team of nearly 7,000 employees.
Genesys is Great Place to Work® certified in 17 countries.
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences.
Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise.
Genesys helps organizations drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.

Equal Opportunity

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.