Customer Success Content, Director

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.

Genesys is looking for a Director of Customer Success Content to bring greater visibility to the innovation, expertise and value delivered through Customer Success, Professional Services and Orchestrators and to build the content and marketing engine that supports those teams.

This is a senior individual-contributor role for an exceptional content creator, someone who can move fluidly across blogs, web copy, executive and analyst presentations, and branded slides, and who is equally comfortable writing CS/PS web copy as building the deck that pitches CS value to Sales or feeds the Gartner Magic Quadrant submission. The ideal candidate is a master at taking raw input from subject matter experts and leaders across the business and turning it into polished, on-brand, exec-, analyst- and customer-ready content, fast, and without losing nuance or accuracy.

The core of this role is content and marketing support for Customer Success, Professional Services and Orchestrators, translating priority programs, innovations and expertise into content for customers, the field and the market, and building the tools (catalogs, pitch decks, web pages, presentations) that help those teams tell their story consistently.

This role will also support creating compelling customer testimonials and customer success stories about how Genesys customers are transforming their businesses and to bring greater visibility to the innovation, expertise and value delivered through Customer Success, Professional Services and Orchestrators.

This is a highly collaborative, hands-on role for a strong content producer who can turn complex, technical or fragmented input into compelling content across formats and audiences, creating content that is meaningfully better than anything the services marketing function has produced before.

• 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

• 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

• 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

• 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

• 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

• 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

You will make the innovation and expertise across Customer Success and Professional Services more visible, turning priority initiatives into content the field and customers can understand and use, and building the supporting assets that make CS and PS easier to sell and easier to understand.

You will help bring the Orchestrators community to life through stronger content, elevating the expertise, innovation and customer perspectives that make the program distinctive.

You’ll be able to step in and turn a customer transformation supported by CS and PS into a narrative that's just as strong as the deck or web page it lives alongside.

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. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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, visit www.genesys.com.

Reasonable Accommodations:

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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.

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