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.
$130,600.00 - $229,800.00
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
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.
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, helping organizations drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.
