Customer Success Content, Director

About this role

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.

Director of Customer Success Content

About the Role

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.

What You'll Do:

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

Create and activate high-impact content

• 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

What You'll Bring

• 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 beautifull

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