Senior manager, customer success (digital lead)

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.

Shape how leading organizations across APAC adopt, scale, and realize value from Genesys Cloud by driving a digital-first, high-impact Customer Success strategy. This role leads the end-to-end success motion for the APAC Digital Accounts segment while acting as a senior in-country Customer Success presence in the Philippines, ensuring customers achieve measurable business outcomes through a combination of AI-driven engagement, automation, and targeted human interaction. At Genesys, you will help organizations deliver more empathetic, connected customer experiences at scale, directly influencing retention, growth, and long-term loyalty.

You will operate at the center of customer strategy, partnering with senior leaders across Sales, Renewals, Product, Support, and Professional Services to deliver a unified, One Genesys experience. This role owns how customer journeys are orchestrated, from onboarding through expansion, ensuring consistent execution of scalable success programs while maintaining executive-level engagement for high-value moments. With visibility across enterprise initiatives and regional markets, you will drive alignment, influence strategy, and develop future leaders while advancing customer experience innovation across APAC.

Primary accountability is the APAC Digital Customer Success portfolio and its outcomes. The in-country Philippines responsibilities complement, and do not replace, this core remit.

Key Responsibilities (but not limited to):

• Lead and mentor a team of Customer Success Managers across APAC Digital Customer Success, covering a portfolio of approximately 1,000 customers across ANZ, ASEAN, Japan, Korea and India, and 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
• Partner with the Asia, ANZ and other regional Customer Success leaders to deliver Digital Customer Success consistently across every APAC market, aligning programs, coverage and transitions between the Digital and Enterprise segments
• Act as a senior in-country Customer Success presence in the Philippines and a leader without formal authority, partnering with the Asia Customer Success leader, who owns Enterprise Customer Success across Asia including the Philippines, to support the local Enterprise team and customers
• Build relationships with Enterprise customers in the Philippines in coordination with the Asia Customer Success leader and account teams, supporting executive engagement, escalations and key customer moments as requested
• Enable the Digital team 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 within the Digital team through structured coaching, performance reviews, and career progression planning
• Enable customer advocacy and reference programs, including participation in advisory boards, roundtables, and strategic engagement initiatives

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
• Demonstrated ability to lead through influence, providing senior guidance and building trust with teams and customers without direct line authority
• 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
• Bachelor’s degree in business, technology, or a related field

Preferred Qualifications:

• Experience leading Customer Success teams across APAC, ideally including experience in the Philippines or broader ASEAN market
• 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

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.

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About Genesys:

Genesys® empowers more than 8,000 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 www.genesys.ai.

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 expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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