Creative & Content Services Principal

Overview

Mar 12, 2026

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

We are seeking a talented Director of Customer Stories with a passion for storytelling and a focus on developing and publishing customer success content.

Our mission is to convert our customers to advocates for life. We capture and amplify their stories for they are the heroes of our story -- and our most powerful sales and marketing asset. We grow an active and enthusiastic community of advocates that fuel smart strategies, bold innovations and big results for us and each other by sharing ideas and lessons learned in customer and employee experience.

As a team, we measure our success in the amount of relevant customer stories produced, customer program engagement/feedback, advocacy community/reference participation and pipeline, booking and renewal rate influence.

Our team is highly collaborative. We embrace change, work hard, trust each other, focus on progress over perfection and prioritize what moves the needle.

To go big, we say no to the status quo and try new things constantly. We dare to fail, listen, learn and grow as a team to continuously raise the bar.

We thrive on openness, authenticity, caring and belonging.

Customer Story Development

• Identify, engage, and collaborate with customers to gather insights, testimonials, and case study information.

• Conduct interviews with customers to uncover success stories and key outcomes achieved through the use of our products/services.

• Expert in your field, author compelling customer stories, including case studies, testimonials, blog posts, and success stories in both video and written format.

• Translate technical or industry-specific information into relatable and engaging narratives that highlight business challenges, solutions, best practices and measurable results.

• Experiment with new ways to elevate the impact of customer narratives.

Content Publishing & Promotion

• Level up a cohesive internal and external promotion strategy to publish customer stories across various channels in a weekly cadence, including the company's website, blog, social media, newsletters, You Tube channels and external publications.

• Creates formal networks with the digital marketing and content teams to ensure customer stories are integrated into broader marketing campaigns and strategies.

• Evolve a structured and more efficient process for story production, obtaining internal and customer approvals, permissions, and sign-offs to ensure timely story delivery.

• Cultivate relationships with key customers to encourage ongoing advocacy and collaboration on future content.

• Scale a pipeline of relevant customer stories that align to company strategic priorities.

Cross-Functional Collaboration

• Influential thought leader with product marketing, partners, customer success, product and sales teams in identifying high-value customers for storytelling opportunities and ensure customer stories align with key messaging and support business objectives.

• Principal advisor with design and video teams to enhance customer stories with visual assets (infographics, charts, images and video content).

• Align storytelling initiatives with the overall customer advocacy program and contribute to broader advocacy efforts, such as customer reference programs, webinars, and speaking engagements.

Performance Tracking & Optimization

• Track the performance of customer stories and case studies, analyzing engagement metrics and business impact on pipeline and booking influence.

• Optimize content and distribution strategies based on data insights to increase customer story reach and effectiveness.

Education & Experience Requirements

• Education: Bachelor s degree in Marketing, Communications, Journalism, Public Relations, or a related field.

• Experience: 8+ years of experience in marketing, customer advocacy or a related role.

• Storytelling skills: Strong writing and editing skills with a demonstrated ability to create engaging and persuasive content, particularly around customer success stories.

• Communication: Excellent interpersonal and communication skills, with the ability to build relationships with customers and internal stakeholders.

• Program management: Proven ability to manage multiple customer story…