{"id":371476,"url":"https://alion.io/job/genesys-customer-success-content-director","title":"Customer Success Content, Director","company":{"id":660,"name":"Genesys","domain":"genesys.com","url":"https://alion.io/company/genesys","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":25,"ghost_share":0.04,"stale_share":0.4,"repost_share":0.08,"time_to_fill_p50_days":23,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States","Washington, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":165000,"max_usd":306000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":241},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-08-30T00:00:00Z","employer_posted_date":"2026-08-30","last_verified_at":"2026-11-03T04:09:06Z","board_verified":true,"closed_at":null,"days_open":65,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":65},"description":"Be the one building AI-powered experiences where they matter most.\nAt 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.\nHelp 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.\nDirector of Customer Success Content\nAbout the Role\nGenesys 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.\nThis 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.\nThe 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.\nThis 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.\nThis 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.\nWhat You'll Do:\nBring Customer Success and Professional Services to life\nPartner 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\nWrite and maintain web copy for the CS and PS pages on Genesys.com\nBuild and maintain the CS offer services catalog on Orchestrators, keeping it current as offerings evolve\nBuild 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\nBuild a pitch deck that articulates the value of CS for Sales to use in customer-facing presentations\nSupport marketing programs and campaigns that increase awareness and adoption of priority CS and PS initiatives\nCreate and activate high-impact content\nTurn 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\nTranslate complex technology, AI and services initiatives into clear narratives for executive and business audiences\nCreate briefs and provide strategic direction to freelance writers, designers and other creative resources as needed\nPartner 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\nSupport marketing for Orchestrators\nPartner with Orchestrators program leadership to develop content that brings the program, community and customer expertise to life\nElevate Orchestrators members and their perspectives through thought leadership and other content\nSupport 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\nEquip the field and Customer Success organization\nDevelop proof points, presentations and sales-facing materials, including the CS sales pitch deck that help Sales and Customer Success teams demonstrate Genesys value\nMake it easy for customer-facing teams to find and use relevant evidence and content in conversations with customers and prospects\nGather feedback from customer-facing teams to identify emerging content and proof-point needs\nStep in on customer storytelling as needed\nAs needed, help identify strong customer success story opportunities, interview customers or stakeholders, or shape a raw interview into a stronger narrative\nExtend existing customer stories into additional formats, presentations, campaign content, field materials or video scripts\nMeasure and optimize impact\nEstablish goals and success measures for CS/PS content and marketing initiatives\nTrack content engagement, utilization, amplification and contribution to priority marketing programs\nUse performance insights and stakeholder feedback to refine content strategy and investment priorities\nWhat You'll Bring\nSignificant experience in B2B content marketing, product/services marketing or integrated marketing, ideally within enterprise technology or SaaS\nGenuine 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\nDemonstrated ability to translate complex technology, AI and services concepts for executive, analyst and customer audiences\nSkilled at taking raw, unstructured input from SMEs and leaders and shaping it into something sharp, accurate, on-brand, and fast\nStrong 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\nStrong relationship-building skills and comfort interviewing and working with customers, executives and subject matter experts\nStrong program management skills, able to manage multiple content initiatives and stakeholders simultaneously\nAbility to operate both strategically and hands-on in a fast-moving, cross-functional environment\nWhat Success Looks Like\nYou 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.\nYou will help bring the Orchestrators community to life through stronger content, elevating the expertise, innovation and customer perspectives that make the program distinctive.\nYou’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.\nCompensation:\nThis 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.\n$130,600.00 - $229,800.00Benefits:\nMedical, Dental, and Vision Insurance.\n\nTelehealth coverage\n\nFlexible work schedules and work from home opportunities\n\nDevelopment and career growth opportunities\n\nOpen Time Off in addition to 10 paid holidays\n\n401(k) matching program\n\nAdoption Assistance\n\nFertility treatments\n\nClick here to view a summary overview of our Benefits.\nWorking at Genesys\nAI 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.\nA 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.\nGrowth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.\nTime 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.\nRecognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.\nLearn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.\nWhat Happens After You Apply\nAfter you apply, here's what you can typically expect:\nOur Talent Acquisition team reviews your application with the hiring team.\nA Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview. \nNext, you'll meet the hiring manager and other members of the interview team.\nWe aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.\nAfter interviews are complete, our team will follow up with the final steps.\nEvery application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.\nStay Connected\nStay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.\nGet notified about relevant opportunities.\nBe the one building what's next - where AI, experience and impact come together.\nEmployee Referral\nIf a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.\nAbout Genesys:\nGenesys® 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.\nReasonable Accommodations:\nIf 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 .\nYou 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.\nThis 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.\nGenesys 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.\nPlease note that recruiters will never ask for sensitive personal or financial information during the application phase.","description_format":"text","description_chars":11990,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Growth opportunities","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Conversational AI","Contact Center Software","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-09-05T20:40:26Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":1,"p_active":0.771,"p_room":0.28,"age_days":65,"expected_fill_days":23,"reasons":["conf:1","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/genesys-customer-success-content-director","json_url":"https://alion.io/job/genesys-customer-success-content-director.json","meta":{"generated_at":"2026-11-03T11:56:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16399,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":660},"rest":"https://alion.io/mcp/rest/get_company?id=660"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgenesys-customer-success-content-director"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgenesys-customer-success-content-director"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgenesys-customer-success-content-director"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/genesys-customer-success-content-director\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgenesys-customer-success-content-director"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":371476}},{"tool":"search_jobs","arguments":{"company":"genesys.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":371476},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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