Senior Manager, Digital Lead (Customer Success)

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 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

As the Senior Manager of Digital Lead youll lead a team of Customer Success Managers (CSMs) responsible for driving customer adoption value realization retention and growth across our APAC Digital Accounts segment. This role is ideal for a strategic leader who thrives in a digital first environment combining automation AI insights and scalable success programs with human engagement where it matters most.

In addition to looking after the Digital Account Segment across APAC you will also be responsible for leading and working with your team of CSMs for the India sub region as they advocate and champion their customers journeys and orchestrate the right strategies products and services to help customers rapidly realize their business outcomes.

The Senior Manager works closely with leaders from other Genesys functions to ensure a One Genesys approach to customer success. Youll play a critical role in shaping the end -to-end customer journey partnering closely with cross -functional teams to deliver measurable results and long -term customer loyalty.

Key Responsibilities for leading Digital CS across APAC include (but not limited to):

• Lead and mentor a team of Customer Success Managers across APAC Digital Customer Success and the Customer Success India Enterprise Segment driving accountability for adoption value realization retention and expansion outcomes

• Own and execute a digital-first customer success strategy enabling AI-driven self-service automation and scalable engagement models to improve Net Revenue Retention and customer outcomes

• Drive programmatic adoption of digital and AI capabilities including pipeline creation across Professional Services education and expansion opportunities

• Monitor customer health risk signals adoption trends and expansion opportunities using platforms such as Gainsight Tableau Experience Index Salesforce and GenAssist and activate timely interventions

• Establish and scale standardized customer success practices operating models and engagement frameworks across the portfolio

• Lead the India Customer Success sub-region providing executive oversight coaching and alignment on consistent success management approaches and customer success planning

• Enable teams to develop and execute Customer Success Plans that align Genesys solutions with customer business objectives KPIs and value drivers

• Drive proactive risk management strategies to mitigate churn and convert risks into retention and growth opportunities

• Partner with Renewals teams to strengthen forecasting renewal execution and recurring revenue growth

• Collaborate with Sales and partner teams to identify and accelerate cross-sell and upsell opportunities contributing to incremental bookings

• Work closely with Onboarding Specialists Professional Services and Support teams to ensure smooth implementations and rapid time to value

• Foster a culture of empathy accountability and strategic thinking developing talent through structured coaching performance reviews and career progression planning

Required Qualifications:

• 9 years of experience in Customer Success within a SaaS environment including leadership of high-performing teams

• Proven track record of managing renewals driving retention and delivering expansion outcomes at scale

• Demonstrated experience leading digital or enterprise customer portfolios using data-driven methodologies

• Strong leadership capability to influence and align cross-functional teams across complex organizational environments

• Experience using customer success and analytics platforms such as Gainsight Salesforce Tableau Experience Index or similar tools

• Strong analytical and problem-solving skills with the ability to translate customer data into actionable insights and business outcomes

• Excellent communication and interpersonal skills with the ability to engage effectively across diverse stakeholders and executive audiences

• Bachelors degree in business technology or a related field

Preferred Qualifications:

• Experience leading Customer Success teams across APAC and managing regional or sub-regional structures such as India

• Strong understanding of Customer Experience (CX) platforms and cloud technologies with the ability to apply a consultative approach

• Experience scaling digital-first customer engagement models using AI automation and data-driven insights

• Proven ability to develop high-performing teams foster collaboration and build a culture of accountability and growth

• Experience identifying and expanding opportunities across the customer lifecycle including pipeline development and portfolio growth

• Proficiency with productivity and collaboration tools such as PowerPoint Excel CRM systems and digital engagement platforms

• Ability to operate effectively in a dynamic fast-evolving environment with a resilient and adaptable mindset

• Willingness to travel up to 30 percent as required

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Singapore.

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Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 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 heres 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 youll 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.

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About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud is the Agentic Orchestration Platform that securely connects people systems data and AI across the enterprise with built-in governance and control. 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.

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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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