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Customer Success Operations Director Jobs in Michigan

Genesys

Senior Customer Success Manager United States Role Overview: Shape and scale how Customer Success ... or operational improvements * Proven ability to influence without direct authority and drive ...

Entyre Care

Customer Success Specialist

Detroit, MI · On-site

$65K - $70K/yr

We are seeking a detail-oriented and organized Customer Success Specialist to manage the day-to-day ... Your focus on operational excellence will contribute to creating an exceptional experience for ...

Xylem

Operations Director

Holland, MI · On-site

Success requires a leader who is comfortable at both the strategic and tactical levels, and who ... strong customer experience and product quality. Operational and financial targets are achieved ...

Xylem

Operations Director

Holland, MI

Success requires a leader who is comfortable at both thestrategic and tactical levels, and who ... strong customer experience and product quality. Operational and financial targets are achieved ...

Insperity

$150K - $160K/yr

... our global success, and we're committed to creating an environment where you can thrive ... reliability, and customer-focused solutions. At Neutrik Americas, we serve as a critical ...

Aptar Group

Operations Director

Midland, MI · On-site

Director of Operations, Midland Reports to: VP General Manager, Elastomeric Flow Controls Location ... for our customers and their consumers. Our Culture At Aptar, our success is driven by the ...

Aptar Group

Operations Director

Midland, MI

Director of Operations, Midland Reports to: VP General Manager, Elastomeric Flow Controls Location ... for our customers and their consumers. Our Culture At Aptar, our success is driven by the ...

AptarGroup, Inc.

Operations Director

Midland, MI · On-site

Director of Operations, Midland Reports to: VP General Manager, Elastomeric Flow Controls Location ... for our customers and their consumers. Our Culture At Aptar, our success is driven by the ...

Sysco

Operations Director

Grand Rapids, MI

Visits customer locations and meets with customers to address issues and assess delivery difficulty ... the success of a dynamic organization, and to serve others in a manner that exceeds their ...

Sysco Corporation

Operations Director

Grand Rapids, MI · On-site

Visits customer locations and meets with customers to address issues and assess delivery difficulty ... the success of a dynamic organization, and to serve others in a manner that exceeds their ...

A2MAC1

Customer Success Manager

Detroit, MI · On-site

Experience in project management and ideally in customer success, customer service, or customer-facing operations * Familiarity with project management tools such as Asana, Jira, Confluence, Zendesk ...

A2MAC1

Customer Success Manager

Detroit, MI · On-site

Experience in project management and ideally in customer success, customer service, or customer-facing operations * Familiarity with project management tools such as Asana, Jira, Confluence, Zendesk ...

A2MAC1

Customer Success Manager

Detroit, MI

Experience in project management and ideally in customer success, customer service, or customer-facing operations * Familiarity with project management tools such as Asana, Jira, Confluence, Zendesk ...

Bish's RV

Fixed Operations Director

Ludington, MI · On-site

Ensure both Service and Parts departments maintain a consistently high level of customer ... Monitor and analyze KPIs to measure success and adjust strategies as needed * Foster strong working ...

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Customer Success Operations Director information

What does a Customer Success Operations Director do?

A Customer Success Operations Director oversees the strategy, processes, and tools that support customer success teams within an organization. Their responsibilities include analyzing customer data, optimizing workflows, implementing technology solutions, and ensuring that the customer success team is operating efficiently. They collaborate with other departments to align customer success initiatives with broader company goals and drive customer retention and satisfaction. This role is crucial for scaling customer success efforts and delivering a seamless customer experience.

What is the difference between Customer Success Operations Director vs Customer Success Manager?

AspectCustomer Success Operations DirectorCustomer Success Manager
ResponsibilitiesOversees operational strategies, processes, and tools to improve customer success at a strategic levelManages customer relationships, onboarding, and retention on a day-to-day basis
Required SkillsData analysis, process optimization, cross-department collaborationCustomer communication, problem-solving, relationship building
Work EnvironmentStrategic planning, leadership meetings, cross-functional teamsCustomer interactions, support sessions, account management

The Customer Success Operations Director focuses on strategic operational improvements and process optimization, while the Customer Success Manager handles direct customer relationships and day-to-day account management. Both roles are essential but differ in scope and focus within customer success teams.

What are the key skills and qualifications needed to thrive as a Customer Success Operations Director, and why are they important?

To thrive as a Customer Success Operations Director, you need expertise in customer success strategies, data analytics, process optimization, and a relevant degree—often in business or a related field. Familiarity with customer relationship management (CRM) platforms like Salesforce, customer success tools such as Gainsight, and certifications in project management or analytics are valuable. Leadership, strategic thinking, and excellent communication are essential soft skills for aligning teams and driving customer outcomes. These competencies enable effective program delivery, foster customer retention, and ensure scalable customer success operations.

How does a Customer Success Operations Director typically collaborate with other departments to improve the customer journey?

A Customer Success Operations Director frequently partners with teams such as Sales, Product, and Support to streamline the customer experience. By sharing feedback and data-driven insights, they help identify process improvements, coordinate onboarding strategies, and align customer success metrics with overall business goals. This cross-functional collaboration ensures that customer needs are addressed holistically, leading to greater satisfaction and retention.
What are the most commonly searched types of Customer Success Operations jobs in Michigan? The most popular types of Customer Success Operations jobs in Michigan are:
What are popular job titles related to Customer Success Operations Director jobs in Michigan? For Customer Success Operations Director jobs in Michigan, the most frequently searched job titles are:
What job categories do people searching Customer Success Operations Director jobs in Michigan look for? The top searched job categories for Customer Success Operations Director jobs in Michigan are:
What cities in Michigan are hiring for Customer Success Operations Director jobs? Cities in Michigan with the most Customer Success Operations Director job openings:
Customer Success Operations Director jobs near you
Infographic showing various Customer Success Operations Director job openings in Michigan as of July 2026, with employment types broken down into 78% Full Time, 19% Part Time, and 3% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution.
Senior Customer Success Manager

Senior Customer Success Manager

Genesys

On-site, Remote

Full-time

Medical, Dental, Vision, Retirement

Posted 11 days ago

Job description

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.


Senior Customer Success Manager
United States

Role Overview:
Shape and scale how Customer Success delivers impact by leading high-visibility programs that drive adoption, retention, and growth across the organization. This role is designed for someone who thrives at the intersection of strategy, data, and execution, owning key initiatives that influence how Customer Success operates at scale while maintaining direct engagement with a focused set of customers.

At Genesys, we are transforming the customer experience landscape through empathy, AI innovation, and global impact. In this role, you will take ownership of critical Customer Success programs, ensuring they are data-driven, measurable, and consistently executed across teams. You will partner closely with leadership to operationalize strategic initiatives, bringing structure, clarity, and insight into how customer outcomes are achieved and scaled.

Alongside program leadership, you will manage a small portfolio of accounts, applying best practices and insights from your program work to drive meaningful customer outcomes. This position offers strong visibility and the opportunity to influence both customer-level success and organization-wide performance.

Key Responsibilities:

  • Lead and operationalize Customer Success programs, including adoption campaigns, customer engagement initiatives, and product enablement efforts across the organization
  • Analyze program performance and customer data to identify trends, risks, and opportunities, driving continuous improvement and measurable impact
  • Establish and standardize success metrics, definitions, and reporting to ensure consistency and accountability across the Customer Success team
  • Partner with leadership to execute strategic initiatives such as GPR activities, Copilot programs, and CS-sourced opportunity tracking
  • Act as a central resource for program governance, ensuring alignment, execution consistency, and visibility into outcomes across teams
  • Influence cross-functional stakeholders to adopt best practices and align on program execution and data integrity
  • Support enablement efforts by translating insights into scalable processes, tools, and recommendations for the broader organization
  • Manage a focused portfolio of 3 to 4 medium-touch customer accounts, driving adoption, retention, and value realization
  • Build trusted relationships with customer stakeholders to support long-term success and platform adoption
  • Align closely with Professional Services and Sales teams to ensure coordinated execution and opportunity alignment

Required Qualifications:

  • 5 to 8 or more years of experience in Customer Success, Program Management, or related SaaS roles
  • Strong analytical background with experience interpreting data and driving insights from customer and program metrics
  • Experience leading or supporting cross-functional programs, initiatives, or operational improvements
  • Proven ability to influence without direct authority and drive alignment across teams
  • Experience managing customer relationships within a SaaS or cloud-based environment
  • Proficiency with tools such as Salesforce, Gainsight, and Excel or similar data analysis platforms
  • Ability to balance program ownership with customer-facing responsibilities
  • Strong communication skills with the ability to present insights to both peers and leadership

Preferred Qualifications:

  • Experience with data visualization tools such as Tableau
  • Background in Customer Success operations, enablement, or strategic programs
  • Familiarity with CX, CCaaS, or enterprise SaaS platforms
  • Experience aligning Customer Success with Professional Services and revenue teams
  • Demonstrated ability to scale processes and improve performance through data-driven initiatives

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.

$104,000.00 - $183,000.00

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

Click here to view a summary overview of our Benefits.


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.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.


What Happens After You Apply

After you apply, here's what you can typically expect:

  • Our Talent Acquisition team reviews your application with the hiring team.
  • A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
  • Next, you'll meet the hiring manager and other members of the interview team.
  • We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
  • After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.


Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.


Be the one building what's next - where AI, experience and impact come together.

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, visitwww.genesys.com.


Reasonable Accommodations:

If 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 at reasonable.accommodations@genesys.com.


You 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.

This 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.


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 andveteran status, and other protected characteristics.


Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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